said by Dogg:
First mistake, talking to the Reps on the phone. This has been and obviously still is an issue.
Whenever possible, speak directly (ie: face to face) with a rep at your local office. They will always know what is available in your area and typically can provide the best information, service, and price.
You mean, online chat. Generally considered, for any provider, the least-effective means of billing support. However, I found it useful when I got a new box from the office and needed it refreshed. The phone queue was backed up and online chat was able to get me going in minutes.