Please be aware that most of the folks here are customers just like you. We are NOT Comcast employees (they have RED usernames), and can only tell you want we know to work and not work, not provide any insight or guidance on what Comcast will do in the future. Like anyone, we each have our opinions, but they are simply that, our opinions.
I agree with EG, you bought something that will not work, it's not currently supported and we as customers have no idea when or even if it will be in the future. Never buy a cable modem/EMTA without checking it is a supported device, that list is here. Now on top of that, there is the additional restriction that Comcast will NOT provision a user owned EMTA unless you bought it from Comcast (they have kiosk location is certain stores like Best Buy), and that choice is very limited, only the Arris TM722G is typically available, although choices may vary based on location. So say you went to Amazon and bought a shiny new TM602G, Comcast would NOT provision it in most areas even though it is a supported device since you did not get it from them.
Now if someone at Comcast told you that you can buy and use the TM822G, then you have cause for complaint but it's not really going to change the basics of the situation - that model can't be used currently.
You may disagree with those restrictions, but it is what it is. Comcast makes the rules, it's their service. If you don't like it (and many don't) there are other choices. They may be limited in your area, but that's not Comcast's fault. I do agree that more competition would make Comcast improve in many ways but until that competitive pressure shows up, not much is likely to change.
Many of us here (and I strongly include myself) agree that Comcast's phone support organization is very very shoddy and needs a lot of improvement. However, other than reasoned complaints and our participation on this and other forums, there's not much we as customers can do about it.
As for why it's taken so long for Comcast to approve the 822, I can't say. Maybe there is a problem with the device or compatibility with Comcast that we don't know about, maybe they simply haven't been motivated to do it because existing devices work just as well. Who knows? Certainly not me.
I would suggest you owe Dan (EG) an apology. He was simply pointing out to you why things would not work and that you had made a mistake. Suggesting he was giving you the run around or providing incorrect information is just silly. He comes here on his own time, for no compensation, to help others just because he's a nice guy and likes to help. He's smart, knowledgeable, and experienced, and has earned the respect of many here and over on the DSLR/BBR Comcast forum. You should listen to him, I know I do.
