Phone calls to customer service are never fun. Always they are warranted by a failing internet connection. And the only reason you noticed that your internet connection was down is because you were trying to use it at the time. I can probably count with one side of a coin how many times customers have called their ISP's customer service department to express satisfaction and gratitude.
So, your calls always follow on the heels of dropped Internet.
My favorite part of the interview is when they ask whether or not a router is connected to the modem. I generally explain that because the year is 2010, that yes: I've connected a wireless router to the cable modem just like the other 99% of their customers. Invariably, their diagnosis involves me disconnecting the modem from the router and connecting it to a single PC. It doesn't matter how many times I tell them that the router's settings haven't changed - the problem is on their end. They just won't let go of the possibility that MY router is causing the problem.
It's like a stone has been dropped and now obstructs the small stream of their mind, turning fluid thinking into a sputtering blockage. Endless are their suggestions, like the router is introducing some electrical discord into the harmony of their perfect service.
Now it's obvious to me that the ISP's want to avoid paying a technician for a house call, right up to the point you ditch their service. It still gets me everytime is how they talk about routers hooked into modems like it's some kind of brand new experimental technology and their service doesn't support it. They never make that last part explicit, but the insinuation is there.
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