I don't think this is really justified, given the story presented. If the problem with GP's line was on their own property and not the responsibility of the pho

I don't think this is really justified, given the story presented. If the problem with GP's line was on their own property and not the responsibility of the phone company, the phone company has some responsibility to say so and not do some quick non-permanent fix every time they call. We can't all be ex phone field techs. When we call a company providing us a service for support with that service, we expect them to do what they can and inform us of what they can't and what we can do about it. That's not unreasonable or entitled.