Automated Customer Service is laughable
Seriously - it's time to lose the automated, "let me walk you through how to reset your modem" as the first, and ONLY as it turns out, response you get when trying to get information regarding a possible outage. Come on, it's not like we need get in there and manually enter DNS settings or something like that - we're talking about unplugging the thing then plugging it back in. Guess what: EVERYBODY KNOWS THAT THEY NEED TO DO THAT. Unplugging it and plugging it back in has been the very first thing people tried when something wasn't working ever since there has been electricity and doo-dads with cords.
I promise you that if someone is logging onto the website for help, they have already done this half a dozen times. Just skip it! Or how about at most, ask if they tried it so they can answer, "Yes!" and move on.
Beyond that - there is nothing. No other solutions offered. How about sending a reset signal? How about talking to an actual person!?
My internet is down right now. It's raining like a maniac outside, so I go the site to see if there is a reported outage. There is not one. What would you think? Yep, me too: I wonder if that means just my internet is down... Try to figure out a way to ask someone and I go through this loop of, reset your modem, wait......, sorry that didn't work, I'll schedule you an appointment with a service tech.
Is it too much to ask to get someone on the line and just explain what's up - [Edited: "Language"] I would even take an "I don't know" if it came from a real person.
This turned into ranting - but my point is, stop advising us to reset our modems. We know. We already did it. We need REAL help please.