According to him, he's been trying to pass it along but clearly its not making its way through the proper channels. No one on tier 1 or 2 or 3 has ANY idea what the issue is or how to fix it. Tiers 1 and 2 are completely clueless and blame everything on the fact that it's an "owned" modem and because of that they cannot help because they don't have access to the modem. It's a ploy to get you to rent a modem from them for 11.00 per month. At least when i finally got transfered to the tier 3 support, the guy actually listened to what i had to say but even after trying everything he could, he still couldn't resolve the issue. You would think by now, that its been 6+ months of this issue happening to A LOT of poeple, that this issue would be well known throughout ANY of the tiers of support and they would know exactly how to handle it. The amount of time I spent on the phone with support over 3 days and waiting for the tech to show up a couple days after my modem was provisioned was ridiculous. I didn't have any clue how to tackle this until I found these threads telling me to contact ComcastJohnn. I probably would have had to return my modem and get another and have it provisioned correctly with the HFC MAC the first time in order to get my service working properly. This is no way to run a business. I'm going to call customer service and demand that they give me the first month free. Unfortunately comcast/xfinity is a necessary evil till more FAST broadband options are available in my area. It's getting to the point where something simple like a self install is such a headache with them that you don't want to even bother. It's always "sir, we need to send a tech out" no matter what you do. Then the techs do a terrible job stringing the cables or setting up the equipment. It's always a nightmare!