CM1000V2 will not sync with ISP

I have a new CM1000V2 cable modem, with the latest firmware.  When my ISP activates the modem they tell me it's not syncing so I have not internet (no upstream signal).  Every thing else is just fine, strong signal good cable connection.  All of the lights on the modem are solid green.  After many discussions with Netgear, they have no idea why.  Now I seem to be on my own, even though it's new, because I bought this from a "non authorized dealer".

Has anyone had this problem and solved it?