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call in system won't connect us to an agent

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call in system won't connect us to an agent

I had a simple billing question. I called and asked for an agent as the phone answer voice said to. Phone answsering system kept looping back to the main menu. I asked myshelf what if I need a repair due to connection problems or broken cable into the house. 


I then went to my account and managed to set up a call back. I did get a call back but if my connection had stopped working with no internet connection I realised I would not even be able to get help to get a repair. 

How are we to get help with our service if the call in system won't connect us to an agent? I guess risk death from covid19 or be shot as a home invader just to use neighbor's internet to setup a call back to cell phone?

this is a giant disconnect ...Help please.