The reps will be back tomorrow. They are on M-F from 8AM or so to 5PM. For them to be able to locate your account, please post either a case number from a prior phone call or the serial number located on a sticker on the back or bottom of your modem. I'm sure they will look into this for you.
DO NOT POST your account number (SAN), your phone number, your email address or any other personal information. Only post the case number or serial number.