For those keeping score at home, this situation was resolved later that afternoon by a tech. Turns out my Host ID was on someone else's account, and only a certain office could resolve that, and it appears only the techs have the number to that office. Anyways, my knowledgeable rep that scheduled the same-day truck roll told me the service call would be free since it was due to a problem on their end. My bill showed up today, $27.99 heavier. A call to Comcast fixed this, but I have a few gripes: 1) It took 2 minutes and 54 second to get placed into the queue. The rest was all kinds of BS: I got greeted by Ben Stien and Shaq (I never understood why they do that) which was a great waste of 5 seconds, and heard a 30 second promo on the Masters being offered in 3D (apparently your TV must use an HDMI cable to view it in 3D) among other crap. 2) The billing rep reversed the charge as a "one-time courtesy". I'm annoyed that I got charged in the first place, and pissed that they reversed it as a courtesy. To me, I understand this as each customer gets one "get out of jail free card" as a way of making you happy enough to not cancel your account. I was told the call would be free, so I'm pissed that I "used up" this freebie, and the fact that they had to sugar coat it as such. Rather than look at the details of the call, she just gave me this one time credit. The moral is my equipment better not go bad, because I understand they charge you even if their equipment fails.