Once, I had to call them because Bell screwed around and disconnected us for some reason. They got it fixed pretty quick.
A second time was on the forums, I had to ask them to give me a speed adjustment because Bell, after reconnecting me in the above screw up, decided to set my profile to 3 Mbps... they also fixed this pretty quick.
And yeah, unlimited is really unlimited, no soft caps or cut offs.
Few days ago I called: - TD because my Visa card was broken-waiting time=25 min; - Rogers to activate a new HD box-waiting time=20 min; - Bell to cancel home phone- waiting time=35 min - and so on. At least with Teksavvy you have Direct Forum