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Sounds like a most frustrating experience Mike.
Tech support can be a bit of a hit and miss unfortunately. I wanted to change my cable TV plan, and also bundle it with my mobile phone, so I sent off an enquiry through the 'contact us for support' link on the companies homepage. I got an email back, from a spoofed email address (so I couldn't reply) stating I couldn't bundle my mobile with my tv for a discount. No mention of the fact that I wanted to change my plan. I searched for a phone number the next day and called them up, and changed my plan, and got a bundled discount, all in 5 minutes. Now what is the use of having an online support mechanism when it is not only completely useless, but putting out false information to the customer base?! In this case the company started with an 'O'
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