With the modem plugged in and preferably with a device connected to the modem directly (not via wifi), can you get to this page? http://192.168.0.1/#!/home/status
What are the numbers next to State Code?
After taking a closer look at your account, we have determined that you will need a replacement modem. I have scheduled the new modem to be expedited to you and you should receive it within the next few business days.