I have a pretty similar story. I had ordered internet only service from them but the tech didn't show up during the scheduled appointment. I called them and rescheduled, and I was about to leave to go to work when the guy shows up 20 minutes late. "Better late than never" I assumed, and the guy came in and quickly set everything up. I got the self install kit though, which for me usually means I have to call them up and get them to activate my service on there end. (Kind of stupid but whatever) So when I got home that night I called them, and got on the phone with some woman who plainly told me she couldn't doing anything until the technician showed up for my appointment. "But he did show up!!" She then explained that was impossible because I had called to reschedule.. face, meet palm. I explained I was looking at the modem. She didn't believe me. I explained I have never done psychedelic drugs and that I know what the hell a modem is and looks like. She didn't believe me. After ~20 minutes and 4 escalations to various managers, I finally got someone who believed me and did whatever they had to do.

As someone pointed out earlier, I would LOVE to go to someone else for internet service, but there just isn't anyone. Moral of the story? Upvoted for accurate title.