If I'm slow to respond to anyone, my DSL is down, and they tell me that their customer support is designed to not work well.
Specifically, their support people are denied access to the system tools they need to fix things.
I'm supposed to get a call anytime now from someone who can address my problem. Let's see what happens.
… and I just found out that they deleted my trouble report, for apparently no reason.
I'm right now using the community free wireless support craigslist supports via the SFLAN efforts. Not bad…