Ameritech seems to have a hold on the business and therefore, doesn't offer the best in customer service. Average hold time is about 5-10 minutes. The fees for various options on a line are too high. But, I think what bothers me the most is that they charge for calls you make, per minute. I'm used to getting a line, spending the $$, and then getting unlimited calls. And of course calling the other Chicago area code is a higher per-minute fee. I get the basic line and have an answering machine. I use my cell phone for the rest, including long distance. All that said I still have a hefty bill every month.