I went through something similar with my mom's service just this weekend. She asked to have my dad's name taken off of her account, so of course they had to set up a new one, which then caused several hours on the phone with them and two days without service. :tantrum:
AT&T did that to my elderly parents. My dad was on a heart-monitor at the time. He wore a monitor and a little modem at their house sent the signal directly to the doctor's office, which was an hour away. When they moved to a new house, they were supposed to keep their old phone number but for some reason, they didn't have it and their phone service at the new house cut off after two days of moving in. My mom spent over an hour trying to get it sorted, then I took over. It was literally HOURS of getting transferred back and forth, getting hung up on, being told it was already fixed and that, hey, can't they do without a phone line for a few days?
In frustration, my parents gave up and my mother drove my dad into town to check in with the doctor every day for three days until their phone service was restored. Unfortunately, AT&T was the only provider at that time. My dad could have died, and AT & T didn't give a fuck.
We have Comcast at our house, after years of only having Entouch--who suck ASS, and cost me several days--maybe a dozen-- of work because the internet went down on a daily basis. We have been VERY happy with Comcast, except for the price, that is. But compared to Entouch, they are wonderful. I'm happy with that.