Maybe it depends on which NCCS person you get. I've never heard of them being rude before. There have been several forum users who posted they called NCCS directly and were given a good reception, and I have done so myself. The intended NCCS usage is for a local support rep to refer your case to NCCS. But in the past many of us have had locals who didn't know about NCCS. It looks like you would be better off initiating a support call with the local rep then asking them to bring in the NCCS, giving them the phone number if they don't know it. I've had it work that way too. Apparently the local rep needs to be involved in order to give NCCS the info they can't see directly. The poor integration of the NCCS into the TWC support organization never ceases to amaze me -- but many users have posted that NCCS solved their problems in seconds when the local support was helpless.