I've been a customer since 2004 and needed to upgrade to a premiere or move to a cable DVR due to a migration to MPEG-4 transition at our cable co. I figured I'd call and explain my situation. Our cable DVR is actually cheaper than Tivo service on a new unit so I assumed they would try to sell me a premiere and I'd try to get grandfathered in on my plan. There was absolutely no attempt to keep me as a customer. I called and was cancelled within 5 minutes. Bravo for making cancellation easy but I would have been an easy customer to retain. I'm not sure I understand their business model.