I just had Centurylink DSL+home phone installed at my house. I must say this was one of the worst ordering processes I have ever been through. They kept losing my order, couldn't figure out how to port my old number, etc. I spent a total of about 2 hours (over two days) on the phone until my order was actually in the system. I felt a little bit like Tom Cruise in the movie edge of tomorrow. Each time I called I was able to use whatever I learned from the last failed call to get me a little further through the system. After 6 calls my order was finally placed!
Anyway I finally got it installed and everything is working. I am signed up at 12Mbit/s. I know that my next door neighbor has 20Mbit/s service, so I asked the installation tech to test my line. He said that the line passed at 20Mbit and should work fine. I called customer service to upgrade and have been told that their computer system will not let me upgrade. It shows 12M as being the highest rate available at my address. I chatted with tech support and they told me the same thing and said that the tech who tested my line was the only person in the whole company that could place the order for the upgrade. (really?) Only problem is that I didn't get his contact info.
So my questions are:
1. Am i being stupid by pressing this issue? Is the reason that they won't let me upgrade is that the performance will be marginal and I will not get anywhere near 20Mbit? The cost difference is only $5/mo so it would probably be worth it even for a modest increase.
2. What are the magic words I need to say to get them to upgrade me to 20M? I thought saying that my line had already been testing would work, but that was no help. Do I need to ask them to send a truck and retest my line?
Thanks for your help.
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