Could you let us know the product model number?

Could you let us know the issue that you are experiencing? 

ISPs are the ones who provide signals to the modem; they can reprovision the modem by deactivating the MAC address and reactivating the same.

Hello again. Here’s an update. After working with comcast for many hours last night & including 4-6am today, it was decided to call arris when they open on the WEST coast UGH. They recommended I return my S33 modem. My question came out of a comcast rep saying that arris could provision my modem which I didn’t think could happen, but hey I asked. This post was also related to a previous 1 I authored. Where comcast said my mac id shows a different model all together with my mac that was checked 15 times. Thank you for responding to my query.

Did you try self-activation through the Xfinity application?

Arris can’t provision it. But like ​@SURFboard Moderator says, try the app. 

Also, if you’ve switched modems a few times lately, they might need to remove a few from your account so try through the chat option. I test a lot of modems and modem/router devices and about every 5-6 devices, I have to have them remove some of the old ones form my account or activation won’t work. It isn’t always the first rep who knows how to do this.