If you happen upon here and you're about to add your own modem to your account, to avoid the modem rental fees, HEED MY WARNING: once you tell them the mac address for your modem, make them repeat the mac address back. After three days of trying to get my service back up, when it was wrongfully disconnected, the rep told me she transferred my modem's settings from the old account. The next day I found out that didn't actually happen and the rep had to add my mac address.
I put a lot of faith in that she recorded it right, but apparently she put a 'E' where the 'D' should have gone. After an hour of troubleshooting and calling back, we found that mistake out and I'm informed that I have to wait two more days to get the one letter in the mac address fixed. This normally would be a mild inconvenience if it wasn't for the fact that I work from home and I'm essentially missing an entire week from work for this, where my career might be in danger for missing so much.
I haven't been disappointed like this in awhile. I'll be looking into additional solutions for my problem. Please try to avoid what I fell into and assume that your rep wrote everything down correctly.