So they are overrun with customers, staff working their asses off already - and the author suggests putting work into supporting rare edge cases like customers bringing their own modem? Shouldn't they just remove that option entirely to streamline their flow, and ditch the ultra-rare customer who demands that? Sure, every customer wants a perfect experience super customized to their exact situation, but that's not how you run a business. Some of the biggest successes like Apple and McDonalds just pick some reasonable defaults, options, and cost per user levels and then that is that, no super advanced configuration, and the savings are huge. Just the lack of many different hardware configurations does wonders for Apple's software not running into problems and wonders for the hardware ordering cost savings (for the business).