This sums up the approach this once reputable company suffers. Long wait for tech-support - in cue for more than 30 minutes! For a tech company this is laughable and unacceptable. When installation took better than two weeks it was only a preview of what was to come. Ill summarize: I pay $54 for 18mbps however speed is only one component of watching a movie without interruption. Latency, packet loss, jitter are also important but DSL Extreme continues to ignore ALL factors claiming they measured over 20mbps and the day before with tech-support on the line we measured 7mbps to a high of 11mbps, B line quality, Ping rates 80-100 ms Jitter 10ms - these are all POOR and I'm paying for their top tier service. Needless to say I asked to cancel based on poor and erratic service and Im threatened with an Early Termination Fee. I discussed this with a friend who is an attorney and he will write a letter. You are welcome to contact me if you have a question or problem with DSL Extreme- You might also read the hundreds of complaints on line regarding this company.