I just went through this with Optimum for our Triple Play Service. (phone-internet-TV)
Ever since we moved here, internet has been spotty and in and out, much like the old dial up days.
With Optimum Triple-Play, if one service goes out, they all go out. So I had to use my cell phone to call Optimum.
I had to go through that automated system for hours the other night JUST to get to a human in order to register our new modem via internet.
(because I got an error message when trying to do it via the internet which they said would be simple)
Then he put me on hold to transfer me to the 'correct' dept.
Was on hold for another 20 minutes or so. Then another human picks up.
Then there was something wrong with our connection and he couldn't hear me and hung up on me.
So I had to start all over. 
(Oh yeah, and before I even started, I had to drive all the way to Riverhead to the Optimum Store, about a half hour away to purchase
a new modem cuz last weeks lightning zapped the first 'new' one which was installed on 6-2-08.)
This all started once I got home from getting the new modem, over an hour round trip.
And I was supposed to go to my friend fathers wake that night too, but that didn't happen either.
I would RATHER have been at the wake!
I was fit to be tied, to say the least, and was very potty mouth. But they earned it.
