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I have to agree with your scenario and experience. Even myself, when I was an employee would have similar instances of rebooting boxes and dropping internet periodically. It drove me nuts and even though I was getting it at a hefty discount, it still was not right. I used to work in the NOC and I can tell you first hand, they do not configure any hardware to manufacturer's specs; they even brag about it. If it wouldnt break so often, then wouldnt know how to band aid it until the next time. It is normal to see HSD customers go without their internet for days at a time and no one does anything because the whole MOD or DEMOD isnt down. I have seen the non responder reporting program and it would show 80% or more in service, and they would do nothing about the other 20% who are offline consistently. 20% of 2000 is how many customers offline? You get the point, right? When it dropped below that for the whole MOD then they would create a remedy ticket and call the headend about it. If they had time before they went home off their shift then they might change it out or wait till 1-6 maintenance window in which to change it. Does nothing for the people who are offline right now does it? Yeah customer service at its best! What a CROCK! They think they have it all figured out but they have no clue. When I first got there expecting orientation and training from them, even access to programs and network log ins. It took me, 5 weeks to get all the log ins and I emailed no less than 12 people to get it done (their own IT guy in the NOC did not know how to fix or set up a roaming profile for me but do you think my boss cared? Nope! No formal training and no formal orientation; they sat me in a room with about a 100 page manual from HR. That was it! The amount of brainiacs in this place is amazing but with no set policies and procedures (they have guidelines, no policies) in place how can you run a full proof business geared towards customers. I decided between the foul mouths, no training, learn on the fly, make up your own rules from day to day, gossiping, lieing to your face annoyances; this company was not for me. I would get a lawyer on contigency and sue the crap out of them.
Good Luck!