Apparently they're getting this down. Called the main support number, she immediately took my mac address, called someone, checked that it was online, had me check it. 10 minutes and done. (thanks NY guinea pigs!)
Also the new sb6141 modem is great. No more stutters/surges when downloading things. I don't see the boosts up to 30 but I get the consistent 15 I'm paying for. Pings/latency seems a lot better.