This is actually my second painful experience in the past 12 months having Ultimate HSI installed.
Tech did the on-site installation on 1/5/14. After significant troubleshooting he stated the tap on the pedestal is dead. He stated it had to be turned over to another group for repair. I waited one week and called support. Very polite woman stated a "50 foot section of cable has to be replaced" and would be completed "by 1/21/14 but would probably be much sooner."
It is now 1/21, 16 days after install and I still do not have service.
Similar ordeal when I tried ultimate HSI early in 2013. Took 3 weeks to have equipment replaced upstream from the pedestal before it worked properly. I decided it wasn't worth the cost and had it turned off. When they doubled the bandwidth I decided to give it another try. Who would have expected that service to my residence would AGAIN require main line repair? Not impressive.