[Feenix]

Rather an obvious 1st/2nd line fix imho. The modem was downgraded, 1st line could not reinstate so booked a tech (perhaps an escalation to 2nd line.) If the 2nd line escalation occured and they could not get the sacm online then there must be another reason (flaps perhaps?) If the modem was flapping, there would have been notes on the fault ticket to swap the modem due to flaps. Or not.

Tech sees that the sacm is online but needs to be allowed online by the ubr, fails to get anyone to rectify (several phone calls), so swaps in a new one.

Hardly 'a throwaway remark' as this is real life and actually occurs in the field