Walkdog - been fighting the same thing for the past year off/on. They have replaced the router, and ended up re-laying the line from the box to our house, which is stupid - since 1 we didn't ask for it, 2 being a house of geeks the line was fine to start with (I did not notice he had done this until I heard noise coming from under my house). Then they charged us for it!!!!
My husband about flipped out of his chair when he saw the bill. He called them, it took like 5 reps to get things figured out and 2 supervisors. After they finally realized he was also a business client, the tone on the end of the phone became abit nicer. Still - what a pain. Oversell crap to customers and wonder why they complain!!!