I dont know what level service you were talking to, but when timewarner put in my docsis 3 modem it had built a built in router that they insisted couldnt be bypassed till i made it up to the third tier of support, then the guy knew in about 4 seconds what i wanted done and did it remotely in about 3 seconds and after about 2hrs on the phone getting to the right person it took less than a minute to get it done. so maybe try herassing them somemoreWell I have been emailing their tech support. It seems you can't use your existing router with their setup. The cable modem and router are built in. People have been complaining about port forwarding not working well. Also DDNS seems to be difficult. WIFI only supports WEP. No QOS options. Also throughput speed seems to be subpar. Overall the DVR setup seems attractive and may work with the average joeblow but it would have been nice to keep the cable modem and router external.