I cannot unpause a device off the WiFi app

I have tried to factory reset the modem, contact cox to have them log into the interface to allow access to this TV that I paused, and your famous words reboot the modem. It all started when a family member got in trouble so I paused the TV in the room, but now the app doesn’t show the TV listed on there anymore and now I can’t connect to the internet modem. The only way I would think this can be fixed is to have a new modem sent out or pick yet another one up. I also reset the TV to factory defaults as well.