You can't really blame the cable techs as it is the home owner that has initiated this issue. Cable companies don't just replace cable boxes on the whim.

Yes the cable company is contacted to fix the internet/upgrade speed, but from all the techs I have talked to they aren't able to touch anything beyond their devices. Yes they should look at the settings of the old unit before installing the new but as long as the new one works and is providing internet at the speeds close to what the customer is paying for than that is all they care.

The better calls are when the customer changes providers and doesn't think about their house system with nothing working and it's a Friday night and they are having a party Saturday and need the system working.