New Modem on the Supported list not working

I recently purchased a new motorla SB6183 to replace a SB6121 that I am currently using however when I called in to provision the new modem they could not get it working for some reason.  All of the downstream channels show locked as do the upstream channels.  The tech didn't even ask for the MAC address from my modem so I'm assuming he didn't provision it correctly.  Can someone help getting this resolved.  I received a ticket number  CR 516822227 to give you some history.