Welcome to the Community!
I've managed to locate your account and it showed that your service is for remote activation. I will have this checked by our Provisioning team to further check on the status of the connection.
There should be 2 equipment that should be connected. One is the ARRIS modem and the other one is the modem we sent.
You may check these articles to help you in setting up the equipment:
You may also confirm with us the light status of both equipment once you're done setting them up.
Please let us know of your most convenient time to receive a call so we can organise a contact to be made for further updates.
The assigned Case Manager has tried contacting you to no avail, though I've seen that you have contacted their support team and was advised that the remote activation failed.
A tech visit is required to check on the status of the line. An appointment has been booked on 09 January 2020 between 1PM - 5PM.
Should you have further queries, please feel free to reach out to us again.