Admittedly, I recently got the same sort of response, however, in this case, the SB8200 modem that I only had for 1 year and 7 months refused to reconnect to their provisioning, rebooted the modem several times.
Was forced to get another SB8200 modem, got it provisioned, but was suffering major packet loss for most services (Netflix, Hulu, even to this site) but cleared up around 5:00 PM PT.
When I called initially, the earliest the tech could be scheduled was for Monday. I made the call in on Saturday with no internet connection.
This is similar repeat of issues I have had before in my area, where I am now literally documenting when things happen, conditions in which they happened and pre-emptively rebooting everything to point out the issue is not the router, modem or computer, but somewhere outside the house.
I have found that it is necessary to literally hammer every detail as to what you have done if you know your network hardware connection and troubleshooting to have them look a bit deeper and making sure they have it documented.
