I call tech support and get Kelly on the phone. I ask her to pull up my record and tell what technically has been done on my issue. She pauses, (reading I would guess) and says, "Looks like we did a trace route." I say, "that’s a diagnostic tool, what have you done technically." She pauses again; "well we connected your computer and ran the netdiag." "That’s diagnostic." I say, "what have you done technically, have you replaced the line outside my house, the node, the server or any other wiring?" She pauses, "No." I thank her for her time.

Now I call Madison and the receptionist tells me to call the Michigan number. I tell her "no, they can’t fix my problem, get me someone now". She gives me another number to call. I call it and ask for Melanie. Melanie asks if I have called the Michigan number. I tell her yes. She tells me that Matt will have to call me back sometime this morning. I get a call at 11:00am. I guess that’s still morning. He wants me by my computer. No problem, I’ll take lunch earlier and go home right now. I get his number and go home. I call him and we run all the same tests that we’ve been running. He notes that my down stream path is off. After a little while of trouble shooting (in which he makes me remove the modem from my hub, which made no difference at all) we come up with nothing wrong with my set up. He’ll send a RF guy out as soon as possible. Ten minutes later a Bresnan dispatcher calls and says he’ll try for tonight tomorrow, but for sure on Monday.