Static IP WAN setting changed to DHCP without notice — second occurrence in two years, need escalation

We are a business customer experiencing a recurring issue where our CGA4131COM gateway's WAN IP assignment is changed from static to DHCP without our knowledge or consent. This has now happened twice — April 2024 and again today, April 7, 2026 — each time causing a full-day outage and significant business losses.

Incident Summary

At 3:00 AM EST on 4/7/2026, our gateway's WAN setting was changed from static (pulling from our assigned IP pool) to DHCP. No other modem settings were changed. Our Peplink Balance 305 router logged a disconnect at that time. We have 5G and 4G backup connections in place, but they were unable to handle the full load of our operation.

Staff arrived at 8:30 AM and began troubleshooting. A support case was opened but rejected because the modem was technically online — just provisioned with the wrong IP. It took until 5:00 PM to reach a phone rep who identified and resolved the issue in minutes by changing the Gateway → Connection → WAN setting back to static.

Support Experience

Before reaching the phone rep, our IT staff contacted support via the Business Chat portal. The representative (Dryelle) was unable to understand the issue, was combative, and repeatedly told our IT person they were wrong about their own network configuration. There was no option to receive a chat transcript, no survey, and no visible rep ID.

Our IT person left this message before ending the chat: "Dryelle, this is one of the most infuriating support chats I've had. You don't understand the core issue. You have been combative repeatedly. You have called your customer a liar repeatedly. You lack the training and/or understanding to debug a business class fixed ip issue and you apparently have no way to escalate and refuse to research further, engage colleagues, or otherwise improve the situation either for yourself or for your customer. I strongly suggest you work to improve."

Core Concerns

1. No customer visibility into the setting. The Gateway → Connection → WAN menu is visible to Comcast reps but does not appear under the cusadmin login at 10.1.10.1. We cannot monitor or restore this setting ourselves.
2. No alternative modem option. Static IP service requires a Comcast-provided gateway, so we cannot use our own equipment to gain control of this setting.
3. DHCP reservation is not a workaround. The modem's reservation range is limited to the local 10.1.10.x subnet and cannot be used with our public static IP.
4. Cases are being auto-closed. Three cases were opened today regarding both the incident and how to prevent recurrence. All three were closed with no resolution, no explanation, and no follow-up.

What We're Requesting

1. An explanation of why this setting was changed and how to prevent it from happening again.
2. Customer access to the Gateway → Connection → WAN setting, or an alternative way to lock it in place.
3. Escalation to someone who can review the support interaction and address the case closures.
4. Appropriate credit for the outage and business losses incurred.

We've been a business customer for years and want to continue the relationship, but we need confidence that our static IP configuration won't be silently changed and that we have a path to resolution when issues arise. Any help getting this to the right team would be greatly appreciated.