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I had an account with them for over 3 years ... and called the number that you suggested (888-288--7435). Got through right away and was firm but polite with the agent. I told her we couldn't afford to have internet service any longer (not true) and she tried to refer me to a cheap internet company. I told her we couldn't even afford that since our whole family had lost our jobs (not true either). She then said,if I live in New Jersey that Vonage may have some jobs available. I told her no thanks. I just verified that the number was indeed turned off and the whole transaction took about 12 minutes. I may use them again since I had no major problems with them in my experience... but I read all of the horror stories from other people. Good luck!