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[–] 6633736? 0 points 1 points (+1|-0) ago 

Sounds a little sketchy, but even though they'll try to sound official the customer service representatives, and most technicians for that matter, have only a very basic understanding of what is going on. I had constant trouble with my internet (on off for about 2 weeks) and when the technician showed up he said my cable "had been disconnected". If you live in an apt complex multiply the chance of them messing something simple up by the number of units in your building.

In the troubleshooting process the first representative said I was experiencing an area outage. The next girl remotely reset my router and modem and magically made it work. Then service drops and I've been "disconnected". I'm unwilling to believe it's intentional because of how poorly run and blatant it's been.