Point blank, don't go to their online chat to get your problems solved. I recently was offered an upgrade to Extreme 50 for $49.99 a month for 12 months. This requires a DOCSIS 3.0 modem. I received the "self-install" kit today. I spent over an hour being transferred around to various people in online chat who couldn't get it activated and one of them thought I wanted to order a wireless router. :lmao2: Finally said screw it and called them by phone, thankfully got someone who spoke proper English and then found out that I have to have a technician sent out to adjust the signal levels for it. (A professional install) I asked if there was a fee and he said maybe. Which is crap, because of the following: No way I'm paying for a $250 install fee after being billed shipping for this "self install kit" and the hassle I've went through. I was told the install fee would be waived with a self install kit but apparently you can't perform a self install when upgrading to a DOCSIS 3.0 level of service because it requires tweaks on their end to adjust the signal. Comcast is great if you NEVER have to deal with tech support, but once you do it's horrible. A tech is supposed to come out tomorrow and I'll tell him the same thing. I'll let you other comcasters know how it goes.