They lie. It has actually become a joke among my co-workers that if I have to call Centurylink they tell each other to stay away from my office for a couple of hours... and they are right to... its never good.
Never take their upgrade offers that "wont extend your contract" because a week later you will get something in the mail that says 'your contract has just been extended'...by two years!
I want the hours of my life back that Centurylink service department has taken. They give you the run around every time. Opening your bill is like a game of Russian roulette. I am counting down until our contract is over. I have thought about breaking our contract since we really need the extra Mbps but I won't give them the pleasure of free money for being crooks.
Pay attention to the minimum of Mbsp they are legally required to provide. If you signed up for 3.0 their minimum is 1.8 before its considered a breach of contract. Most of the time when I speed test at www.speedtest.com they run at 1.98, just enough so you cant sue them or end the contract prematurely.