Netgear CM1000 Invalid Serial Number shows a Motorola Modem instead

I purchased a Netgear CM1000 DOCSIS 3.0/3.1 modem for use with my Cox Cable Internet provider and have used it since 2017 without issue. Today, I decided to increase my internet provider speed to fully utilize the DOCSIS 3.1 features, however my providers tech teams stated that the serial number I have attached to my Netgear CM1000 modem shows it belonging to a old Motorola DOCSIS 2.0 modem which cannot handle these increased speeds, despite my product being the fully capable Netgear CM1000. After troubleshooting with Cox Cable's tech team for over an hour and through multiple approaches and confirmations to this issue, they were confident that the serial number of my CM1000 was improperly assigned to my product, making it invalid for the DOCSIS 3.1 features they provide as they cannot override it as it flags as an incompatible issue in their system. They stated it was an overlooked issue before since I did not have these increased internet speeds I just upgraded to today.  

To sort out the obvious, I am positive this is a Netgear product and I purchased it from Amazon via the Netgear sellers page. The same link to the CM1000 is still active today as it was when I originally purchased it, showing it is sold from Amazon with the Netgear seller attachment. This product is definitely not a old Motorola DOCSIS 2.0 modem.

They recommended I contact the seller for a replacement, which Amazon referred me to contact Netgear support. This invalid serial number was an unknown ongoing issue from the start of my initial purchase, yet just revealed itself now that I am attempting to utilize the DOCSIS 3.1 features of this product. 

Any help from Netgear is greatly appreciated. I cannot believe my serial number is showing a Motorola modem instead.
I have order history and product information available.

Thank you.