If you have a store location near you, ALWAYS go there first before even trying to call their customer service line. They never know what they are doing, and they don't listen to you completely when you call for an issue. My reps always talk over me and get an attitude when I try to explain something. Once, while trying to move my service to my new apartment, the lady lied to me and told me I had to cancel my account and open a whole new one, pay an outrageous equipment fee (which would be refunded when I turned in my modem), and then tried transferring me to set up a new account and pay even more money. I told them no and just went to my nearest store. The rep I talked to there told me that my customer service rep lied to me, that she could have just transferred my service, and that there was no reason for the returned equipment fee. I never call them now except to check on outages or to pay a bill.