Thanks for the answer.  That's really disheartening.  There are 5 towers within 3 miles, and the service is great outside of my building (I'm in the country's largest media market).  So I think a relatively simple solution exists without having to put in new towers-just a little rearranging.  I'm also a little peeved that the customer service person said that most likely nothing will be done.  I hate that they're not even willing to try.  Very bad customer service.  For me, I'm willing to go on 10 calls if that means I'll get the ETF waived.