G'day @Archertiger13 , any luck with this one?
We can run a remote test on the Arris modem, that'll tell us the MAC address of the Optus supplied modem that's plugged into the Arris modem.
This is something our Tech support team should do as their very first troubleshooting step.
The serial and MAC address should be updated once we've received a successful delivery notification from Toll.
Frustrating I'm sure, archertiger13. Please keep us posted.