Everything is showing that my service is active but the modem is offline. The coax cable is active because my devices are registering that there is an xfinity hot spot now but we can’t access it. All lights are on the modem except for ‘online’.
Which model modem do you have? Is this new service and never been active? If removing power and restoring to your modem doesn't help check the status and try restarting remotely at
FWIW, remote rebooting won't work if the server can't see the modem if it's offline.