And their on-hold music is HORRID.

You know how you call a utility company to cancel a service and the rep transfers you to the "orders department" to take care of that?

I sometimes wonder if the people who express an intrest in cancelling a service are put into a special queue where they're on hold twice as long.

Yeah, beacuse I just spent like 15 on hold with Verizon trying to cancel a number that I told them to cancel two months ago.

Someone should do a study on that: whether people who are signing up for new service hear a live voice faster than people doing account maintenance or closures.