I hate how the conversation goes when I ask them why they are adding fees to my bills that don't make any sense. (I intentionally own all my own equipment, why would I ever have an "equipment return fee" show up other than them trying to screw me over and see if I notice?) I complained to some friends that are very low on the totem pole and they agreed with me that DNS hijacking is extremely wrong but had zero power to do anything.

We need strong Regulatory Commissions to hold these sorts of Monopolists accountable, and right now the political climate in states like mine remains that "Regulations are Bad" and "Profit/Greed are Good".

I tried calling Earthlink about this once, back toward the beginning of the DNS hijacking craze. He didn't seem too familiar with it, and eventually matched it up in his script to something about redirecting web pages on typos. I tried to explain that I don't want to talk about the web, I want to talk about problems with their broken DNS servers, but it didn't really work.

Annoying and pointless conversation. I just cancelled.

I have the feeling they wouldn't get much past the overly scripted front line service, unfortunately.

Beyond a certain size of ISP (several tens of thousands of customers or more), there is literally no point in wasting your time or the phone representative's time. They'll have no clue what you're talking about and little or no power to escalate you to the people responsible for their internal network engineering decisions.