Centurylink offered to upgrade my internet speed to 10 gb from 1.5 for ten dollars per month more in January. Since then, I have spent somewhere near 25 hours on the phone with them pluggin in and unplugging my modem and running various tests to determine why the speed is acceptable in the morning but then decreases as the day progresses down to under 1 gb (sometimes even lower). I have frequent outages and I must reboot my modem to revive service during all times of day. They have sent three technicians to my home (one of whom seemed more interested in my wife than my connection issues and did not even run a test until I pressed him to.) They have had tickets open and told me numerous times they would call me when resolved, but the only calls I receive from them are when they call to try to get me to sign up for their new TV service, PRISM. I must continuously call them to verify the status of my ongoing tickets, but to no avail. Every representative has a different and conflicting explanation for my issues, and nobody has been able to resolve. The last technician who came to the house told me that he had heard from another technician that the wires in my area simply cannot support the speed they boast about. My neighbor also does not receive the speed he has paid for. I was a customer service rep myself, once, so I do not treat them poorly, but am always very civil despite my frustrations, but sometimes I do not even hear an apology from them. Yesterday, two sales representatives came to my door. One of them helped himself to a seat on my outdoor furniture and was swearing profusely: very discourteous. In fact, when my wife and I refused the additional service, they were extremely pushy, one of them even saying, "it's a no-brainer!" (indicating that we were idiots). We felt very threatened by them. Yesterday we also received a bill from them for 112.75, out of the blue. (We were paying 75 dollars a month, and then it would have been 10 more for the supposed additional speed we have not been receiving.) Today, a representative called to offer the TV service again, and I explained that I had received this strange bill. He was baffled. When I requested that he instead downgrade my internet service to 3 gb, I have been on hold now for 45 minutes and 07 seconds while he performs this task due to computer issues. He is friendly, but unfortunately their systems are horrible. I feel sorry for their reps, who clearly do not have adequate training. I cannot believe the incompetence of this company. I suspect some of it has to do with the recent merger of Embarq and Centurytel, but who knows. If I had any choice in the matter, I would not use any of their services, but unfortunately they have a monopoly in the phone and internet service business here and I work at home and require the service. I wish I had the number to the CEO so that I could make him aware that the company is in shambles. (Oh, and ps. My phone conversation with this most recent sales person is over and his system was so messed up that he could not put back my included national long distance so he had to send it to another department. So naturally I won't be making any long distance calls until I have confirmation that it is back in lest I receive an even larger surprise bill...)