Activating a modem should never be this complicated

long story short the app [Edited: "Language"] to activate modem and the agent themselves couldnt activate it. im not tripping right? this modem is on the list in the 1st photo above. i dbled check many times to make sure i gave the right MAC address. The modem is brand new. i got the agent to activate my old modem and it activated no issues. I just wanna know if this modem is compactible i checked the updated list and i see it on the list. and you can also see my experience trying to activate via app and with agent. im not knocking yall but activating a modem should be this hard.