I've been fortunate enough to be a FiOS customer for awhile, so I haven't had the pleasure of dealing with Comcast lately, but until I moved into this building I'd used them all over the east coast. They had a particularly galling bug in their customer service system where you would be routed to a regional call center based on your phone's area code. This meant that every single time I called to talk about anything, I would first have to wait on hold at the call center I knew to be wrong before they would finally answer me and transfer me to the correct call center, where I got to wait on hold again. Several times I was given "direct" lines but they had the same problem.