DOCSIS 3.0 is backwards compatible with 2.0, so that is incorrect in regards to what the rep said. We have heard multiple issues with the 6580 and I have seen numerous users successfully use the 6120 on both higher and lower levels of internet service.
I apologize for the confusion there. I am unsure what the rep was looking at in regards to the outage, but the one declared on 2/13/2012 2:55:00 PM is for internet. There was an issue earlier today at 12:15:00 PM for channel 12 on cable, but as they stated that is in fact unrelated.