To be honest, in this situation i would play the guy on for half hour about how i might want to keep the service, then tell him what a !@#$% hes been, how much i hate AOL, always have and what a crappy service it provides, how slow and unreliable it is, how i have to use thier browser, how its difficult to setup with anything else, how im switching to NTL and thiers nothing he can do, so switch me, lo.