Re: F&F discount
Here on the west coast of the US, Spectrum is the same damn way. You call, you get a scripted desk jockey with a heavy accent who couldn't find his/her ass in the dark with both hands and a flashlight. Go into the office, wait in queue a bit and problem gets solved.
The worst example was smoke came out of the router (or so I thought, I smelled it and the internet connection died. Desk jockey just wanted to me to reboot it. Repeatedly. Took the box in and a tech was dispatched the next day with parts containing fresh smoke who tested everything and replaced the defective part which actually was little power transformer that plugs into my power strip.
<rant off>