Which is why comcast goes to such great lengths to ensure they own as much of your network stack as they can - in my area at least, their support is capable of fully managing your router and WiFi remotely if you're leasing their equipment. I imagine this is a great boon for their ability to provide tech support (and includes a host of other "features" that don't serve direct customer needs such as a non-optional guest WiFi access point that any other comcast user can use).
This leads to fun tech support calls if you use your own equipment where you're basically proving to the support underling that you know how to run your equipment for the first 20-30 minutes before they take your issue seriously (yes, the modem light is green, yes, I've already power-cycled, yes, I'm testing on a wired connection, etc)
> proving to the support underling that you know how to run your equipment for the first 20-30 minutes
I usually speedrun this by telling them something like: I am hardwired to the modem and seeing T4s in the log.
> Great. Glad to hear you are connected via hard wire Mr. teeray.
> Please wait a moment while I check on some things on your account.
> Thank you for your patience. Can you please confirm for me that you see a green light on the top of the device? Can you tell me whether the light is blinking or is solid?
The guest wifi - Xfinity WiFi - can be disabled.
https://www.xfinity.com/support/articles/disable-xfinity-wif...
Last I checked (years ago) it turned itself back on any time the router was power cycled.
I know for a while (I switched back to consumer a few years ago) Comcast Business let you persistently opt out, but if you opted out, you couldn't use other people's APs (either "share and get access to that network" or "don't share, and don't").
Now I just use my own customer modem.
If only 'shibboleet' had caught on -.-
https://xkcd.com/806/
Back when Comcast made it absolutely mandatory to have a technician come to the house to do the install, I just chatted with the tech about computer networking and our respective home setups. This usually got me the phone number for the local tech support office along with a "Call this if the service is giving you any real issues.".
> This leads to fun tech support calls if you use your own equipment where you're basically proving to the support underling that you know how to run your equipment for the first 20-30 minutes
For analyzing support burden, I think the relevant question here is why have you even had the experience of calling tech support for a non-working connection - and that falls squarely on the non-reliability of Comcast's network.
Comcast killed my Internet during an interview video call.
Called them to ask why, and they said it was a planned outage. When was it planned, I asked? 17 minutes ago.
Exactly. That's the kind of logic that only makes sense in a metastasized corpo. The only times my non-incumbent fiber connection has gone down in 8 years have been overnight maintenance windows that only happen maybe a few times per year.