Device not showing up in the app

I'm trying to connect a bobcat helium miner and when I log into the router manually I can see the device and all the info related to it. I need to port forward the device which requires me to log into wifi.cox.com or the app. However, when I log onto it the device doesn't show up. All the other devices on the network show up and I've actually port forwarded another helium miner but a different brand before.

Why is the device not being listed? I've talked to 2 different support and 1 told me some bogus reason that I need to pay for an upgraded service and the other just told me that it can't be done. 

I'm not sure how that's possible considering I can clearly see the device on that router itself but just not online via the app.