You're not the only one, I have had different problems but same results with them. On average their hold times are 2 hours at any given point of the day.
That has me steamed too, since I have had to call in 3 times in the last week to fix issues they caused. I still need to call in to get my modem bridged, but I have put that on hold since I call after work and I get the over 2 hour, no call back message.
I think they rolled out their new products way too early, and a lot of problems have happened. With the gateway, I have to reboot the stupid server every few days because no channels show up. So you can bet some non-savvy users are calling in for that problem. Add in your Internet issues, and Other gateway issues. Now minus the fact they recently laid off a bunch of support staff. Presto, the perfect storm we are seeing now.
310-shaw doesn't work any better. The only thing I would do to lighten their load is to switch. I have promo pricing until year end. At this point I plan to sell my gateway, and switch to Telus.
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