An alternate communications device is coupled to a broadband CPE in broadband customer premises equipment (CPE). The broadband CPE is coupled to a broadband communication network management device via a primary communication path. The alternate communications device is further coupled to the broadband communication network management device via an alternate communication path. The alternate communications device is to provide diagnostic and configuration information about a broadband connection to the broadband communication network management device via the alternate communication path when the broadband CPE is unable to provide such via the broadband connection. The broadband communication network management device is to perform analysis on this information. The alternate communications device is to receive from the broadband communication network management device, via the alternate communication path, new diagnostic information and new configuration information about the broadband connection responsive to the broadband communication network management device performing the analysis.