I think it's reasonable to be somewhat outraged due to the fact that there are actually very few end-users who would have had the skills to prove the metering problems. This guy was advanced enough to be gathering traffic statistics at the modem (way beyond 99.9% of users already) and he still got told the measurements were "probably" legit. He didn't get any consideration until, knowing full well that their numbers were off, he unplugged his LAN for an entire week to prove it.

If we're going to give them a pass on accidental billing, you can't make correcting the problem this user-hostile.

I'm concerned that there is a cap at all or more specifically there aren't any viable competitors (with a decent network connection without caps).

Comcast has pretty significant overlap with AT&T UVerse and Verizon Fios. Not in all markets, but in enough.

The real problem is that comcast is correct, most people don't use nearly that much data. So even if all the people who are effected leaves, you are only talking about losing 5% of their revenue. It's probably a net-positive in congested areas.

Who said it was simple to correct?