I use SBC for DSL service. I am impressed at their willingness to listen to customers and improve their service.
Originally, I was a big thorn-in-their-side because I was persistent in getting them to upgrade their service in this area and offer DSL service. Several people from church helped me in canvassing the area, asking people to sign a petition stating they wanted DSL in our area and they would sign-up for the service, if provided. Before, we only had very poor dial-up available (about 24k at best).
We collected enough signatures for SBC to consider building a brand new switch about 1/4 mile away.... and they did!
I signed up for the best package (6mb) that they offered at the time (elite package), but rarely got anything close to that. They also had bad problems with dropped packets and pings times were sluggish.
Recently, after taking a course of studies (from sun micro-systems), I learned a little about servers-side problems and fixes. After diagnosing my DSL provider and talking with tech-support, I discovered they knew nothing about optimizing server performance.
The technician and I discovered that they had their MTU - cutt off set either higher -or- lower than 1500 and we (customers) were getting about 80% packet loss; all with about 35-55ms ping ratings (which is kinda sluggish for the distance).
I made one recommendation: moving their MTU cut-off to 1500 (this was plenty) and Boom!!!! I am now measuring this kinda rating:
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I'm also getting over 6mb in bandwidth (but I won't tell them that).
Wage = Happy Customer