Troubleshooting algorithm needs to look at the WHOLE SYSTEM!

OK, so tonight, one of our secondary X1 boxes would restart, but not connect.  Went through my own troubleshooting list (connections - box and distribution amp end), restarted, still no joy.  So took that box to the location of our other secondary box to test that, only to discover that that was out too.  Went through my troubleshoot with that, no joy either.  So went to Comcast website, could only get into any real troubleshooting via the AS (Artificial Stupidity) driven "agent", which took me through troubleshooting one box at at time.

PROBLEM: at no time during this whole process did the system detect, nor I was allowed to input, that TWO secondary (or any two) boxes were out (even though the dashboard saw them as offline, while the main box (& modem/CTA) were online. 

So applying my (telecom) engineering skills, I look for the common factors between both boxes: cables & head amp, OK.  Connections to primary box, OK.  Master box itself, still working but when we had finished watching on that one operative box, I did a simple power-on-off-on restart on the primary and BINGO!  Service was restored to all boxes (the secondaries did not even need reststarting)! 

The fix for this is obvious:  

1.  Before proceeding to troubleshoot an individual box, ask the customer if they are having issues with more than one box, (ask them to check that) or detect that automatically:

2.  If the issue is with more than one secondary box, reset (or have the customer reset) the primary first, before attempting to troubleshoot the secondary boxes.

3.  If the primary is not functioning, check its connections & reset first, and see if that clears not only the primary box issues but also the secondary boxes (noting that the secondaries then come up online without being reset).

4.  If the primary is now online but the secondaries are not, only then troubleshoot them individually. 

QUESTION: How do we input suggestions for such obvious & simple improvements to CC's troubleshooting processes, which improvements could save a lot of $$$ in truck rolls for CC; noting that had I followed the current troubleshooting process the next step would have been to book a home visit appointment?