OK, so I was just on hold for forever as a business cable modem was down this morning.
I was informed that it was a general problem with cable modem service for all areas and they did not have any idea yet as to when it might be fixed.
The problem is that I might wait forever and not call back because I still have a problem when they think all is cured. Or, I may waste more hours calling back to check the situation when they are still working on it.
I suggested that they might want to give me a web page to check for status information. This seemed too much. I don't think it should be too much. Alternately, I could give an email address and they could email status updates.
They did let me leave a phone number and promised to call back when the fix was done but this seems to be sub-optimal for my case.
Perhaps they should consider offering all options to customers.
How does your ISP handle such issues? Telco? Other utility?
all the best,