I've also had long hold times. In the past two weeks, I've had 2 techs out lately and another one coming tomorrow so I know the long wait period, personally. A 72 minute phone call, one 31 minutes, and one 46 minutes.
I've had hi speed internet service from Embarq/CenturyLink for about a year now. 3Mb. It worked beautifully.
And then I called and changed my internet from 3Mbps to 10Mbps via contract. The internet shut down.
So I called. After checking and rechecking my end and getting to talk to 6 representatives (4 before I got cut off), we set up an appt for a technician to come out.
He went to the office in town and did something to the portal and he got it to come on. But it cut off later that day. I was out of town on business a few days and called when I got back.
Four more reps talking to me and hold time of 31 minutes altogether to set up yet another appointment because my internet service kept cutting off.
Every few minutes it would cut off.
2nd man promptly came out and checked outside the house, inside the house, and down at the regional sub-station place. He saw it was working and left. Later that evening I saw it had cut off again. The next day was sporadic so it was after46 minutes last night, and 4 reps to set up yet another appt.
#3 will be here tomorrow.
Everyone has said they can see there is some static or interference on my line but no one can pin it down. 3Mb worked fine so why is 10Mb so patchy?
If I didn't need my hi speed internet for work I wouldn't be so exasperated but I am an independent contractor and work out of my house.