Provisioning errors (Comcast side); Can't get Level-2 Support (7+ hours on phone)

I've installed hundreds of cable modems in South Florida on Comcast.

Occasionally when first provisioning the modem, something goes wrong and never once have I had a level-1 support person be able to resolve the issue. It's always required a L2 ticket, despite a re-provision being seemingly straightforward.

The problem is typically that Comcast has provisioned the MAC address; however, the Comcast Headend continues to reject the modem's MAC (despite perfect signal, locked up/downstream channels with good signal/SNR, etc).

I've just run into another one of these issues. 

Unfortunately, Comcast doesn't appear to have Level-2 support any longer and the department they've forwarded my requests, simply closes the requests without resolution.

I could easily resolve this if I were escalated to L2 support person with the appropriate tools/understanding; however, Comcast continues to route me to people that ignore all diagnostic information I provide them and read from a script.

At this point the Internet has been down for more than 30 hours, I've spent over 7 hours on the phone, and Comcast refuses to connect the former cable modem so that it can be used in place of the new modem.  In addition, despite THREE escalation requests / tickets<Edited: "Personal Information">most recent:  - Comcast merely closes them without contacting me or properly reading all of the details.

Here are the details of this particular install located in South Florida:

• Modem: Arris G34 (Xfinity-approved, brand-new, DOCSIS 3.1 w/32x8 QAM or 2x2 OFDM)
• Signal: Very good/reliable 7.3 dBmV and 40.5 dB SNR downstream, with 39 dBmV upstream. Both the downstream QAM256 and upstream 64QAM are locked and communicating.
• Connect Init: All stages pass perfectly: Hardware init, up & downstream ranging & lock, DHCP binding and IP setup, Time sync, PKI security cert exchanged, config download -- all good. 
• Comcast CMTS: Once initialized, the standard CMTS checks the modem's MAC address and Comcast rejects it. 

In addition to strong signal/SNR stats, I know the modem worked fine, because I initially configured the modem and watched it lock 16x QAM256 down and 4x QAM64 upstream with the headend. At that point I was in the "walled garden". I was passing traffic to Comcast without problem; however, Comcast wanted the customer to reset their password before I could use it to authenticate out of the walled-garden.

I contacted a support rep, she appeared to be new. I made the mistake of honestly answering her about the new modem and she attempted to provision or send a reset/reprovision sequence.

At this point, the modem disappeared from the Xfinity App/Portal; however, the MAC address was still in the provisioning system. I spent hours on the phone with three different support agents and they continued to make false claims they would call back, create a L2 ticket, etc. Yet none of that ever happened.

Eventually a ticket opened and I was promised a call back within a few hours. Once again, that never happened.

10 hours later I called back to learn that it had been closed -- despite the problem continuing -and- no one ever having contacted me.

About the 5th support request, I received a good support rep. She promised she would have someone from the equipment department address the issue. She stated that their department just needed to purge the system of the MAC address -- and that would take several hours. At that point, it was promised the modem would be working. They promised me they would not close the ticket without checking-in with me to confirm it was working.

Comcast support lied again.  That ticket was also closed without resolving the issue or contacting me.

Comcast continues to ignore the empirical diagnostics, in favor of their reading from a simple script. They ignore the signal being fine (not only the levels, but this same connection been working fine for years).  They also ignore the fact that they can see the MAC just fine. They ignore the fact that prior to the first service rep [Edited: "Language"] things up, the modem was online and I was able to access Comcast's walled-garden.

Instead of considering any of the details I've provided, they ignore all of it and make claims that go against all of the evidence. They want to send a tech out to diagnose the connection (a connection that's been working for years), they want me to use another modem claiming this one is bad (despite this one having sync'ed fine with Comcast originally), etc. And they've wasted over 7 hours of my time with demonstrably false nonsense (eg "can you try rebooting", "it's probably your wifi", etc) -- instead of simply listening to the information I've provided.

Once Comcast rep went so far as to claim that ... only "HelloTech" could fix the issue, suggesting this to be a division of Comcast and not merely a third-party installer.

In the past, I could get an L2 ticket opened and this would be resolved in an hour. Now Comcast appears to believe their customer's time is of no value.

This customer's Internet has been down 30+ hours, I've spent over 7 hours on the phone, I'm right back where I started. Comcast refuses to listen or consider the specifics of the situation and I'm stuck with L1 support asking me to do things like reboot the modem.

Doesn't Comcast/Xfinity care about their customers any longer?