Cable companies in general seem to have atrocious customer service. Comcast, MediaCom, RoadRunner.
They have a "franchise agreement" usually with the city they're in, meaning they have guaranteed no competition. Which means they don't HAVE to give you good service, because you don't have any useful alternatives.
You might have better luck calling one of their other departments (Sales, curiously enough, tends to answer their phone!) and see if you can discover a trick to ringing a tech that answers. Or tell them you want a "warm transfer", that's where they don't just hit (transfer)(line)(transfer) and transfer you to hold on your own... they put you on hold, call the other party, and transfer you to them when they answer. That way after you've been with the rep for 25 minutes and they still haven't gotten the other dept to pick up, a manager can say OK we've had enough of my rep sitting with you listing to hold music, and escalate you somewhere else.
