Like you, been with them over 12 years. I agree service going down - took me 25 mins to get an answer from tech guys. I wanted more e mail addresses and they wont give them by e mail. I did manage to keep the monthly contract when moving up fron the old Extreme Solo but nearly switched to Zen had they insisted on a one year contract. Download speed varies from 2800 to 6800 Mbps.If it worsens will switch.