That's hilarious, but sadly, a bit unsuprising. The fact is, I'm sure that they are told NOT to admit that there is any problem with the modem until they actually solve the problem already. When they do fix it, it'll be "we have fixed a problem that some users were experiencing", and probably blame Hitron or something, and then that'll be the end of it. In fact, I wouldn't be suprised if the main purpose of said memo was not only to notify support folk of the problem, but specifically tell them what they should and should not say to the customers.
To be honest, if I was in their predicament, I would probably do the same thing, as if the cause was either a hardare problem or firmware problem, Rogers wouldn't be able to do anything anyway until Hitron comes up with a solution. As a business, it looks better if they can fix the problem and then send out some PR saying that their hard working engineers have identified the problem and have fixed it, rather then saying "yeah, we think there's a problem; have no idea what the eff is going on".
I get it; just sucks for us - for now.
For me, if you confirm that there is indeed a memo, then they are aware of it, and it'll get fixed at some point. When that time comes, I'll jump back onto the 20mbps up wagon.