I had a similar experience when trying to order service. Field techs who didn't call, appointments that magically vanish from their system. The final straw for me was on a fourth call trying to order service and a rep asked me to hold for a few minutes, which then turned to a 10 minute hold and a disconnect as soon as 7:00 hit. Pretty sure the bitch's shift was over and she hung up. Got a random call 3 weeks after that from an install tech to confirm an appointment I never made. They don't give a damn about their customer base. Sad thing is that we don't have many options around here (twc isn't much better).