Years ago when Comcast first put in service to our neighborhood the link was plagued by packet loss, to the extent that the connection was highly unreliable. I

Years ago when Comcast first put in service to our neighborhood the link was plagued by packet loss, to the extent that the connection was highly unreliable. I tried getting help through customer support and got nowhere for two weeks. Eventually I found a number for their local office, called, and authoritatively requested to be put through to "network engineering." Surprisingly that worked, and I ended up on the phone with a really nice guy who took me seriously from the moment I explained what I did for a living. He asked me to email him my tracerts and ping tests, which I did. A day or so later there were three trucks in the court and after that the service was flawless. I think most engineers, at heart, are like that guy.