I suspect this might be due to it being a business account, as they were pushing “Security Edge” – a business IT security product – when I ordered the service. I told them I didn’t want it, so they agreed not to provision it on my line, but then they did it anyway. When I then asked them to turn it off, they said they couldn’t.
They said in no uncertain terms that I could not do that and that they would cancel the service if I tried. The “Security Edge” antifeatures were mostly or entirely implemented in the modem/router.
The redirect occurred at a very low level in the protocol. I had a Pi-Hole and I could reconfigure the DNS server addresses on all my 50+ servers however I wanted (by name or IPv4 or IPv6 numerical address), but the requests still got silently redirected to Comcast DNS servers. That’s how they fell afoul of state net neutrality laws. But you could set up DNS however you wanted and never get any error messages, it’s just that the DNS requests went to the wrong servers. It caused me problems because (0) I was still doing security research at the time, and I started noticing that a lot of phishing landing page domains simply did not resolve for me, even though they were still being used in the wild, (1) I was running a mail server that used paid IP blocklist lookups that failed because the requests didn’t come from my IP addresses, (2) I’m a fan of DNS Toys which, of course, wouldn’t work at all from any system on my Comcast network, and (3) I maintained several remote DNS servers that did special resolution for internal corporate domains as well as geographically-determined resolution. It was when I started looking at those servers’ logs that I realized that, even using telnet to send requests directly to my own servers, those packets never actually arrived at my servers.