I told them I wasn't mad or anything but just wanted the service I was paying for and if they couldn't provide it I was done with them. They wanted to upgrade me to the hopper for a fee, I said no thank you, they waived the fee. They wanted me to sign a two year contract for the upgrade I said no thank you and they dropped that requirement.

Just be firm and honest and get the right customer service guy also actually be willing to cut them off.