The thing is, generally speaking I like their service. The other big provider here is through the cable company and the phone company's service has been far more reliable over the years. It's not like the cable goes out all the time, but it goes out more often. I've got a cable box right now that has to be completely rebooted every time I turn it on, I've just been too busy with other stuff to bother getting it checked and replaced - which would probably involve sitting around waiting on another service tech.
The guy who came today was very nice, very professional, and yes my connection is faster - but that doesn't do me any good if the modem isn't working. I also know that they told me if there was any work that had to be done inside I might be charged for it and if that happens I won't be very happy about it since nothing that was done actually fixed the problem.
The last time I had issues with it, it was all about the speed which had gotten abysmal. I called and the rep checked some stuff and then started asking "how often" I used the internet. I told him it didn't make any difference since I was paying for "always on" hi speed connectivity. He kinda hemmed and hawed and then said that it looked like "someone" had downgraded my connection to "match" my usage. Then he upgraded it again and after that I had my usual speeds back.
Well at that time I had the modem on a "master switch" that turned off everything - monitor, speakers, etc. - except the computer itself. So when I shut down I would hit the switch and the modem would be turned off until I got on the computer again. So I guess they saw that I was only connected for a few hours a day and decided I didn't need "that much" internet. But hey you know what? I'm still paying for a certain level of speed that I'm not getting for the few hours I *am* online. Now my modem is on 24/7 but I think that ends up reducing its lifespan. The one I had before was the original I'd had since getting the service ages ago, and it was still working fine when they switched it for the current one which has only lasted maybe 3 years of being on all the time.
And I noticed they didn't downgrade my bill to match my downgraded service, either.
We have the same service at work and it was going off and on for several days and it took several calls and 2-3 service calls before the last guy said "oh your modem is failing" and just replaced it. I don't know why that wouldn't be the first thing they test but they're so focused on your speed and what's wrong with your line and what they think you have plugged in wrong that the modem is the last thing they want to bother with.
Anyway - we'll see how it goes. I'm hoping they'll just get me another modem, I don't appear to need it but it's the principle of the thing. The guys at the computer shop recommend Clear internet service which uses a wireless signal like a cell phone does, it's available in this area but since I hope to be moving at some point in the future I don't want to get something and then find out it's not available (or that the signal is lousy) wherever I end up.