Hi. I just wanted to throw out my $0.02 on this. Yes, a lot of answers say "this assumes you know how to do __" but have you ever seen someone ask how to do it and not get answers back if it's necessary?
Also, when I bought my car they assumed I knew how to drive and didn't tell me that the brake was to stop. Not to slight the ones who do this, but how many questions are here that say basically "I got my host thing - now what - how do I make a web page?" I'm surprised they take the time to answer half they do but they are just helpful like that.
Contrary to popular belief, running a non-trivial website is NOT something my granny can do (although she can do lots of other great things) or someone who has no interest in hardcore computer programming... without a lot of effort. As such, TCH shouldn't be expected to train everyone how to do every little thing.
Be glad the information is scattered in the labyrinth ... many budget hosting places just say "Here you go, see ya. Send the check on the 5th!"
As for a customer support system for novices, it's called the local community college -- they teach what ping and traceroute and ftp and how to design web pages. There are places you can rent a recording studio but they won't give you free voice lessons with every 2 hour rental. A lot of folks really don't get how involved this all is because they can use a WYSIWYG editor and make a web page. Someone once said, just because I can shoot some hoops at the rim over my garage door it doesn't give me the right to call myself a basketball player and Shaq certainly wouldn't call me one.
The Comcast thing was announced in the forums. I'd hate to try to send thousands of emails to every customer about every little thing, and as a reseller I'd hate for my clients to get emails that scare them when it doesn't affect them. By the way, there are stickys everywhere telling you to subscribe to this or look at that for announcements and such.
Finally, remember that the mods are volunteers. They aren't even part of the TCH support system, technically. They do what they do not as employees, but as folks willing to help.