Speakeasy.net cut me off in 1999 when a Windows server I had at home was exploited (MSSQL Server...grr) and infected. I called them, they explained what was up and how to fix it. I 'fixed' it, called them back, and they put me back online...and then offline again 12 hours later because I hadn't cleaned it all up properly. (My then-girlfriend-now-wire really wanted to play Quake 3 Team Arena...I didn't have time to fight Windows!) I fixed it for real, and they put me right online again.
It was frustrating at the time, but I knew then and I know now that what they did was what I wish more companies did.