Yesterday I wasted an hour of my day first trying to call customer service and then live chatting with someone. My question was what would it cost to upgrade my package from the basic lineup to the premium channels but I could NOT get an answer. The guy I was chatting with kept trying to change my package and I said over and over, that is not what I want. I was so completely frustrated that he danced around my question but would NOT give me a clear answer I said I'm done and I ended the chat. I do not understand why something that should have been so simple was anything but! This is why I tried to call which by the way, the first time I called I waited for 10 minutes and then your system hung up on me. So when I called the second time I waited an addtional 15 minutes but could never actually get anyone to pick up. I work in customer service and what I experienced yesterday was not how it's done!