The reps on here are only on from Monday through Friday, and only until 5pm (I'm not sure when they start). This would be the place to get the help, as the reps on here are at the corporate level and are fantastic, but again, they won't be back until Monday. One thing they will almost assuredly ask for is the serial number from your modem so they can locate your account. DO NOT post your SAN/account number.
You probably won't get much further on the phone, although you could keep trying. Again, though, your best bet is to post the serial number from your modem and wait to see what happens on Monday. It's probably not what you wanted to hear right now, in that it's going to be Monday, but it's really your best option at this point.
Again, DO NOT post your SAN/account number. Only post the serial number from your modem.