I lost my Internet connection with my Century Link modem. I called and the rep spent 30 min resetting the modem. All connections were working when we ended the call. Within 2 hours I had lost the connection again. As it is the Monday after Christmas the customer lines were busy and I got disconnected 3 times before speaking with someone. After trying another hard restart and efforts to determine the source of the problem, JoAnn said that they were going to have to determine whether this is an outage or bad modem. As they continued to investigate she called me every hour for 4 hrs to see if I had regained my connection. Because a tech needs to come out and I am with spotty service I was offered a discount for the time I am without working Internet (without asking!). Excellent!