I've actually spent time in a Comcast call center. The agent I was shadowing had a lady berating him because he couldn't make her wireless gateway work. The wireless gateway that she bought from walmart, not from Comcast. The wireless gateway that Comcast had no management control over, had no documentation for, and had no information regarding, etc. But somehow, to her, it was Comcast's job to support the device. While there are absolutely problems with Comcast service, a big part of it is idiots who expect everyone to be responsible for their technology.