I started a chat session with TWC to ask some questions about how troubleshooting would be handled if I purchased my own equipment.
Here's a excerpt from that chat session. Something tells me Jean hit the wrong key before transferring the session.
*** Begin Chat Excerpt ***
Jean: It seems that this issue needs to be escalated to National Road Runner Chat support. We will transfer you to that support group. Do you have any further questions before I transfer you?
Me: No, thanks.
Jean: Trouble call charges are determined on site by the technician depending on the circumstances surrounding the work to be done. If the issue is our lines or equipment, no charge will be assessed.
Use the above statement only if a customer asks about the charge, do not provide the statement proactively.
Jean: Please be online while I transfer your chat to the right department.
*** End Chat Excerpt ***
I do hope Jean doesn't get into any trouble. ;-)