Sorry to hear that. I'm not at all familiar with Comcast or TWC. Cable providers should be done by a local company if you ask me. Kind of like an ISP should be a local company. I think these services can at times require a more personal touch. Compared to what seems to happen when that 'support' is coming from thousands of miles away.
I get my cable service from some Blanchard cable company. Tech support is handled out of Canada. As long as it's working, it's great.