Are the front Upstream and Downstream LEDs solid, or are they flashing, indicating that the modem can't connect / sync with the CMTS?
Is the connected port LED at the back of the modem flashing amber (1 gig connect rate) or green (10/100 Mb/s connect rate) to indicate that the modem is connecting with any given wired device?
When you talked with tech support, did you ask the CSR to run a signal check on the modem, just to see if the CMTS can communicate with the modem?
CSR indicated that she couldn't see the modem and didn't suggest a tech visit? Ugh. Call back, ask the CSR to run a signal check on the modem. I suspect that it will fail automatically. That should prompt a tech visit. If it doesn't, you still need a tech as the modem won't sync up on the downstream channels.
Good morning @cvac!
I'm pleased to hear that the issue was resolved by the tech. Thank you for keeping us up to date!