Like most denizens of northern California, I'm stuck with SBC, the telco analogue of Mel Brooks' "Engulf and Devour", and things just seem to go from bad to worse.
The other night the two computers at Chez Coop suddenly stopped connecting to the Internet even though our DSL modem still reported receiving a good signal. When I called SBC, my call got routed to a very polite but utterly clueless young man somewhere in India. He ran me through the standard checklist that I already know by heart ("May I call you Charles") but couldn't figure out the problem.
I finally got back online an hour later -- no thanks to SBC -- when I learned there was an IP access conflict between my wireless router and broadband modem. Don't ask.
OK, one anecdote doesn't necessarily prove squat. But my experience over the years with SBC's Internet support has been so uniformly dismal that it's hard to believe it's just me.