[csydas]

Well, thank you for the response, but I am not very satisfied with the answers.

The crux of disagreement is the method of delivery and the importance of the upgrade requiring this sort of injection. You write:

> Available alternatives are not great, such as using DPI everywhere, DNS modification (we use DNSSEC), or a walled garden (all service disrupted while in walled garden). These methods tend to be more costly and cause more disruption for customers.

I'm still not convinced as to why a phone call or an email would not suffice. What information is specifically being cited by customers as "information overload"? Why can this not simply be a notification as a part of the Xfinity main page? Why isn't an email that only has information on the EOL of a modem is less obstructive than yet another pop-up for users who are trained to ignore pop-ups?

The case for an injection isn't really made simply because other intrusive methods are more intrusive; the presentation of the message itself is just more information in a sea of information, and the criticality of the issue isn't sufficiently justified either. This is not the appropriate way of communicating information that has no such urgency. It's a very nice thing to phase out modems that are EOL, sure, I will grant that. But the information is not so urgent that it needs to be delivered right now or injected into the webpage. That is not something the ISP should be doing, which I suspect is another point of contention that will be had.