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It took me two or three calls to not get put through to the wrong part of the automated system. Having done that, I spoke to a woman who told me that (a) the lack of a dial tone on the DSL-and-data line isn't a billing issue, and (b) the $3.45/month we're paying for inside wire maintenance is just for the main line. She then said that she couldn't waive any charges for a technician visit because they hadn't charged me yet, and I'd have to talk to the repair people. I told her that they'd told me to talk to billing.
She then suggested a solution: sign up now for the wire maintenance for the data line, and wait five business days. Since it's a second line, we can do this. So I'll swap hardware between the two lines for the next week, and call for a repair next Monday.
This isn't going to be a satisfactory solution for many customers--most people won't be prepared to wait five business days to get a phone line fixed. But it'll work for us.
She then suggested a solution: sign up now for the wire maintenance for the data line, and wait five business days. Since it's a second line, we can do this. So I'll swap hardware between the two lines for the next week, and call for a repair next Monday.
This isn't going to be a satisfactory solution for many customers--most people won't be prepared to wait five business days to get a phone line fixed. But it'll work for us.