Doug moved into a different building in his apartment complex. Now he can't use DSL Extreme because they don't have the wires installed. He's angry that DSL Extreme charged him a cancellation fee. Leo says to be fair, it wasn't DSL Extreme's fault. It's the apartment complex. If he's nice and talk to either tech support or a manager and explain the issue, they may take help him. It's important to understand that this isn't their fault, though.