That's just so horrible.

I worked at a call center for a cable company here in Canada and had the exact same experience. The company offered 3 services, TV, home phone, and internet. It was the agents job to up-sell every single customer every single time. If they had all 3 products you were to upgrade to a more expensive package. No/low up-sales or not trying hard enough meant you'd be written up in your twice weekly "coaching" sessions. Once you were written up you didn't receive your bonus for the month which took away the incentive to sell. No sales=no bonus. Sales but forgot to ask that one customer 8 times = no bonus. I ended up leaving after 6 months. Worse job I ever had. The thing is I adored helping the customers, I am really good at it. You know Comcast et al, sometimes when a customer calls in all they want is their issue resolved. I for one think that is how customer service should be. Sales should be separated out.