Flaky modem, absolutely terrible support
For over a year my Comcast-provided Cisco modem has been randomly freezing; a power cycle will bring it back, but it's an interruption that I cannot afford. The modem has been replaced once. Technicians have visited and determined that there is nothing wrong with signal strength or wiring. My internal network is fine (and I've replaced my router, with no effect on the issue).
Calling the support line goes through an automated reset, so technicians are unable to look at the modem in its faulted state. So much for diagnosing the problem.
Support call quality has gone downhill, and I can no longer reach anyone remotely technical to discuss this issue. Instead, the reps have attempted to upsell my connection speed, and have made nonsense configuration changes to the modem (why would mucking with DNS settings have /anything/ to do with my ability to ping 188.8.131.52?) This morning I have been suffering multiple modem resets, and have spent over two hours on the phone with nothing to show for it. I am on hold now for 40 minutes.
What the heck am I paying for? It's not this.
All I want to do this morning is to swap out the Cisco gear for a cable modem that's on the business class compatibility list. It's sitting right there, waiting for me to tell Comcast the new serial number and MAC address. But you're not answering the phone with anyone who can help me.
I am an engineer on call with a very popular gaming service that has tens of millions of online users. If the service goes down and I don't have connectivity, I get to drive into work. The high level of technical support I was getting a few years ago is the reason I subscribed to business class, and right now it is not looking like a very good deal.