Need help fixing service

 We have a  sales office in Bloomington Mn and I keep having major issues.. The service has only been installed for a few months and Comcast has dispatched several times already. Last time they blamed  my firewall because when they unplugged it it worked.I disagreed but I am not onsite.

What I find  is I can ping 10.1.10.1 from my juniper but nothing past that.IF I reboot the modem or just unplug and reconnect the cable ( yea I replaced the cable also ) the service will start working..

I think it is an issue with the modem but not sure.It is a netgear cg3000 and I am reading others with the same issue..Can someone please check this modem or get it replaced. User are furious and ready to yank the service.