That way they have as much information as humanly possible should they need to do something? Any time someone wants to complain, they are required by procedure to open a ticket for that user, if they don't have the account, they can't open a ticket, and can't help the user in the future should something happen.
OK- I am learning a lot, actually. I understood what you said about the "routes," and maybe that helps THEM do a traceroute? Anyway, I did my own, and there is CLEARLY a problem about 8 hops down. Wouold this help Hughesnet? SHould I post the tracert somewhere?