I wouldn't be too shocked that the incompetent fools @ the outsourced CS place are kept sandboxed from the rest of the groups I wouldn't want to give them access to anything I owned.

http://www.dslreports.com/forum/comcastdirect

That's a forum where you deal directly with people at Comcast that know what they are doing.

It's not clear if it's ONLY for Comcast customers, or if something like this could be escalated there. If that's not the right forum, then try this one: http://www.dslreports.com/forum/comc...cast+tvcomcast

They should also be able to tell you the exact process to follow the next time this happens

I am a comcast customer, and I got great support from this forum for an issue I had.