Home Internet customer service is poor

Thanks everyone. I managed to get a support agent on the phone. They have promised a call back a week from now. Let's see. The support agent explained HSI is a phone number associated with the gateway. I also requested the agent to log a request to T-mobile IT on my behalf to correct their web forms so that customers can clearly understand what information is being requested, instead of using acronyms that a customer won't understand (HSI) and confusing sentences that ask for one thing but mean something else (contact phone number).