What should have been a half-hour job turned into four hours from no fault of our own, but due to staff not being able to do the job. Granted, we were given some credit, but under the CGA and reasonable timeframes should only have been charged for what would be a realistic timeframe for a qualified person to take out one modem and put in a new one of the same brand with no major changes required - which with our last modem change with a different provider was half an hour. We thought we were employing someone who could do this quickly and easily, but that didn't turn out to be the case and we are the ones who have had to pay for it.