Agreed. I was plagued by the issues with the puma chipset. I couldn’t figure it out, Comcast was clueless. I eventually found the threads on dslreports, bought a non-puma modem and all the problems instantly went away.
Oh I’m sure that Comcast the company knew about a serious issue plaguing a huge percent of their modems. It’s likely they just decided to play dumb so that they didn’t have to do anything about it. A calculation was done and fixing or even acknowledging the issue would have been more expensive. So don’t even tell the front line support people about it.
I'm not sure it was "playing"... they often are actually just dumb. But most likely is that they heard the complaint, created a backlog ticket, and went on with regular feature work.