How to Deal With a Multi-Globberate ISP

You're little. They make that abundantly clear. You are nothing compared to their national dominance over the ISP consumer and business market. It doesn't matter if your company is small or big, you are little compared to them.

"You just put this ticket in today." Well, yes, and we've been down all day. "Four hours is the time we have to respond."  That is half a business day! How many dollars are lost because of those four hours? Oh, that's right. You don't care.

You have to call in the big guns. Like:

•  Call your account rep or customer service and complain.
• Ask how you file a presidential complaint.
• Ask to speak to a manager
• Ask to be transferred to the technician
• Escalate your ticket online as soon as your are allowed to.
• Repeat what they say putting "You mean to tell me" in front of it.  (Learned this from Kim!)
• Don't get annoyed waiting on hold forever. Use web interfaces to put in tickets and update tickets.
• Be persistant. Call back often until your problem is resolved. Let them know you still have a problem.