Ex-Comcast employee here. Just to try and help crystallize some things >replacing the modem did fix the issue. Comcast's IPv6 deployment has been historically

Ex-Comcast employee here. Just to try and help crystallize some things >replacing the modem did fix the issue. Comcast's IPv6 deployment has been historically...interesting. A lot of DOCSIS 2.0 devices still exist on Comcast's network. And most of them (claim) they support IPv6. Suffice it to say they cause a metric ton of problems in of themselves It's entirely possible that your signal strength may have been "too weak" when reading it in Comcast's "Einstein" troubleshooting tool. That wouldn't manifest itself in the way you describe, but the phone operator may be assuming the technician will call in to the NOC (or "XOC", the "Xfinity Operations Center" in Comcast terminology) to correct the problem you were calling about. The one they didn't understand To add to this, Comcast equipment is awful. Truly awful. All OEM's (D-Link, Linksys, Netgear etc) do similar to this. But Comcast seems to outsource development for its equipment to the lowest possible bidders. When I left, Comcast had just started deploying the "XB3" generation of modems The first one they released. The Cisco DPC3939 would hang on World of Warcraft's patches. The only thing I could deduce as to why was it spawned a few hundred connections (WoW uses a Bitorrent style downloader) The DPC3939 and DP3941 Comcast modems would typically take 5-10 minutes to reboot. Unfortunately tamper seals prevented me from wiring the thing up to see WHY it would take that god damn long >They've also tried to upsell me during outages … which, really? Why do companies do that? Comcast sees technical support as a cost center. They outright tell all agents that they ARE a cost on their first day. I snapped this lovely picture early on in my time at Comcast, which details part of the "S4 Call Flow" in use at Comcast https://i.imgur.com/GXm6Bx0.jpg https://i.imgur.com/GXm6Bx0.jpg (dated 2014)