heh. we had an issue the other week where we only had GSM coverage on our handsets (BlackBerry and Treo users). i called TMO (btw, this was my day off, go figure) and they said that no outages were being reported except some minor issues left over from Hurricane Frances (this was 1.5 weeks after and we live quite a long way away from where it even hit). they reprovisioned my handset for GPRS and said it should be working within 10 minutes or so.
...30 mins later i called back b/c it was not working. they said they didn't know what the issue was. so we got our Telecom department to call them and deal with them. in the middle of them saying there were no issues on their side, then placing our Telecom department on hold, it all of a sudden started working for everyone.
ahh, the joys of realizing something is wrong, fixing it, and making sure the customer believes there never was an issue.