On hold.

I wonder how many more people Comcast has working the "payment" and "upgrade" departments of their phone system, as opposed to the "cancellation/downgrade" department.

Took me 2 minutes to get an operator for "change of service." But when they find out "change of service" means "downgrade," I've been on hold 10 minutes so far.

I mean, from a business standpoint, it makes sense. People paying less or nothing are worth less in operator time than people making payments or those who will be paying more in the future. But that doesn't mean it annoys me any less.