That would piss me off, too. I've been pretty happy with Cox level of customer service lately, although their knowledge of the high definition service they are providing seems pretty dismal at this point. I'm generalizing, of course, but when I called to upgrade to HD, I knew more than the three people I talked to (and I'm no expert for sure!). The guy that came out to intall the box (for some reason they require that) handed me the box, and watched while I replaced the standard digital cable box with the HD box. He also watched while I installed the digital box in my bedroom (my wife wanted to be able to watch Sex in the City in bed). He did have to call the office to have them activate the HD, which is the reason he had to come out, I guess. He was a very nice guy, and was excited that Cox was offering this service. I did 99% of the work (my choice, not his), but the experience was still pretty pleasant.