Knowledge database policy

I am new to the forums and cant find the topic I am looking for, I have RAVEN XT, it wont update or get onto VZW network, they say they’ve pushed PRL and SIM info, but the modem doesn’t update, it should be a simple ESN change, but its not working on any level. I’m trying out a new out of the box modem to see if it will take.

What are your suggestions