You can, as can most readers here. I've always had fantastic luck with it. If you are kind and sound competent on the phone, they are much more inclined to roll a truck to look at the issue. If you're likewise kind and prepared when the tech shows up, they are much more inclined to actually address the issue for real rather than pretending.

Knowing already where the wire comes into your house from the splitter is a big help too.

On the converse, people I know who aren't patient on the phone, or can't get to their modem when a tech shows up, or are just plain angry complaining about the service don't get anywhere.

When my neighborhood was built out, they apparently used "the wrong cable" and it seems to be at effective EOL. Everybody I know who is nice and somewhat technical has had no problem getting it replaced. The people who get on facebook and talk about how horrible Spectrum is continue to have problems.

And every time you call them you have to spend half an hour of your limited time on this planet convincing them that yes, you did already try turning it off and on again...

Your internet doesn't work? Bummer, darn...

Frankly I have better things to do with my time.