when is my equipment ready for pickup?

I chose the option to pick up my modem (2 hour estimate) for a new account. I have not received any other communication. There is nothing in my account. I talked to an agent today, and I was told they show no availability for the modem we are getting at the pickup location. How am I supposed to make this work? This seems like a simple computer solution for one of the largest internet providers. Automated help (online and phone) are miserable to deal with. I hope this is not an indication of how the service is. I really have no other choice at my home.