Just had dealings with those idiots last week. My internet stopped working on the 11th. Called on the 12th to see if there was a local problem. The guy on the phone said he could send a technician out on the 19th to check it.

We pay $200 a month for their services and they tried to make us wait a week(A WEEK!!!) for a simple service call. I lost my mind and contacted them. I asked if I could just take the old modem in to them and get a new one and I would switch it myself. Nope, the same tech guy told me "the modem is not the problem blah blah blah".

I said some choice words and told them not to bother coming or contacting us. I started shopping around for alternatives because I don't really need cable or the home phone.

About 30 mins later an actual technician called. He said he would be here in 5 minutes. The dude on the truck was blown away that dispatch said a week wait, as it was 11:00am and he said he was finished for the day, no more calls. What did he do? Switched out the friggen modem. Internet works fine.

The actual technician that came to my house was awesome. He was super nice a and apologetic. I felt bad for him that he is getting the angry customers because some dweeb doesn't want to do his job in the office.