3 things:
The fired tech had no excuse and not surprised he was fired when the incident was exposed.
Comcast support group that had him on hold for an hour is just as at fault, if not more so. Comcast has not beefed up their support staff to keep pace with their expansion of customers and new products(like CDV).
The customer was a jerk for putting his video out there. He should have just woke the guy up. That is what a decent person would have done.
P.S.> The comcast Forum has some relevant comments by Comcast techs on this issue: »
[News] You Snooze....You Lose