I had no dial tone on newly installed triple play. I followed all the recommendations to solve this problem myself with no success. I read dozens of posts about this common problem and some indicated how bad the rep/support was. I must disagree. I would like to be able to rate the support I received at 5 stars but there was no opportunity to provide a review after the tech support. The tech that called me was Marsha from Pittsburgh. She couldn't have been more professional, helpful, non-judgemental, or personable. She did not follow a script on things to have me try. She listened to my description of the problem and everything I had tried to resolve no dial tone. She worked persistently for almost an hour getting my dial tone back. I followed her directions; watched lights on the modem; performed some resets. In the end, she discovered deep inside the setup that something had not been set properly - I forget the word she used. I own my own router and never once did she blame my equipment as I was worried would happen. She never talked down to me. She chatted with me about various things while we waited repeatedly for equipment to reset. I am extremely happy and satisfied with the expert support I received for my problem of no dial tone.