After 30 minutes of hold time for technical support and then a go-nowhere discussion with a guy with a heavy Russian accent, I suggested that sending a new modem couldn't possibly hurt... since my orginal "free" DSL modem was now four years old and still had a "Bell Atlantic" label on it. I asked the Russian fellow what flavor DSL was running into my house. He had no idea. I asked him what the bit rate on my existing modem was. He had no idea. He referred me to billing.
"Billing?" I asked.
"Yes, you must speak to billing if you want a new modem. I can transfer you."
The women in billing said she would happily sell me a new modem for $50. I asked how fast the bit rate on the modem was and what type of DSL it was running.
"I don't know," she said. "You would have to ask technical support for that."
Of course, given my experience in other quadrants with Comcast (see A Cable Fable), I'm not exactly chomping at the bit to change services. I'll give Verizon the 72 hours they say they need to check my line, and then I'll report back.
— R. Scott Raynovich, US Editor, Light Reading