Them: “Thank you for

Them: “Thank you for calling PacBell DSL customer service, how may I help you?”
Me: “I can’t send any mail out on the mail.pacbell.net SMTP server. The only messages I can get out are on my pacbell account, and they have to be sent to a @pacbell.net address. Everything else is spitting out errors.”
Them: “Hmm…I haven’t heard of that before. You can receive mail?”
Me: “Yeah, but the relay seems to be locked down, even though I’m on the PacBell network.”
Them: “When did this start?”
Me: “Saturday. I suddenly couldn’t send out mail, then on Sunday I could, but since Monday night I haven’t been able to.”

Them: [sudden change in voice] “Ok, sir…we are currently experiencing problems with our mail server and are working on it diligently.”
Me: “What? Do you have an approximate timeframe for when the problems may be solved?”
Them: “We don’t have a date sir, but we are working on it.”
Me: “Hmm. That’s odd, it doesn’t say anything on the network status page”
Them: “No sir, it does not. But we are working on it.”

Me: “Ok, so you’ve had this problem for days without telling anyone and you have no idea when it will be fixed.”
Them: “Correct sir, I’m very sorry about this.”
Me: “Ok, thanks for your help.”

PacBell is so helpful.