Re 4) 4pm - 9pm is not, IMHO, most of the day and evening, and don't you think using the phrase 'cut u up real bad' is a trifle dramatic to describe a speed reduction to what you had before the free upgrade?
Also, you may wish to consider a business contract, with the attendant SLAs, if your wife is dependant on the BB connection all day and evening for her work - enhanced resolution times.