Comcast in my local area in the early 00's had a secret. If you called on third shift, you automatically got level 2 techs. There were so few calls at 3am so they just had one or two people on that had enough access/knowledge to fix things or write up a reasonable service ticket.

Hey, I went into my modem and pulled up the diagnostic, and my signal is really poor. I know you have some flowchart, and I'm ready to run that if you need it, but that signal reading is certainly my root cause. I've already unplugged all the TVs' coax from the wall. I replaced the line of the model too. No splitters, but I am in an apartment building.

tech: huh, let me look at that... tappity tap tap, yeah, we need to dispatch someone out there, tomorrow between 12pm and 9pm ok?