I had a horrible time logging into my account to pay the bill.
Issues with Merging the two accounts (I didn't even realize I had a .net account...)
Being paperless, I don't know my account number, or my home phone number(the only reason I have it is for my security system) so it was a daunting task trying to get my password reset so I could merge accounts and pay my bill.
After having a horrible experience with the online support over the phone, including being disconnected after almost an hour of going nowhere. I finally got in contact with someone in billing who was VERY helpful and gave me my account number and phone number, listened to my complaints on their support and threw in a small perk for my troubles. After that it was easy to get my .net password reset and my accounts merged.
I work in IT support, and I've worked in a call center in previous jobs, neither are fun when things go wrong and customers are furious.
A little bit of advice when dealing with their support, even if you're having trouble and are irritated, try to keep your composure and be the bigger person.
I actually take pride in the amount of things I've accomplished/perks/discounts I've received when dealing with numerous companies support lines when things go wrong. You might be surprised by that outcome, as the old phrase "you catch more flies with honey than you do with vinegar..." is never more fitting than in reference to telephone support.
