Terrible customer service

I called to upgrade the phones on my account as I do every two years ( never had this issue before). They tell me I have to add internet service. I ask was there a policy change... no answer. He puts me on hold multiple times, refusing to get a supervisor. He said he was transferring us to the phone dept, then to a supervisor.  Each time he came back without processing my request. Finally I hung up. Then a manger calls back 3 times. I was at work i couldn't answer. He tells me I must get internet if I want to upgrade my phones would I like to. I said no, he hangs up. Wow just wow.