Just wanted to report our awful experience with technical support. The problem that was supposed to 'take only one hour' ended up going on through midnight (more like 10 hours). The first representative we spoke to supposedly fixed the problem, but upon logging back in later, the initial problem was still present. We called back and were on hold for over an hour before speaking to the second rep, who was one of the least effective ones I've ever used; why? you might ask.... because when we got disconnected while resetting our modem, he NEVER called us back. Because apparently his shift was over, and he was leaving. Not only was his demeanor less than pleasant but then we were forced to call back AGAIN and be on hold AGAIN. It would have been professional to call us back and then switch us to someone else. Our final rep was decent, but after this experience, we are VERY dissatisfied. Interestingly, there isn't an obvious place to voice this complaint, so I'm placing it here. After our year subscription ends, we'll be looking elsewhere - if customer service isn't good, we just are not interested.