Hi Melody, like Jo*mar said, Verizon should be able to make any changes or upgrades on their end. The actual speed of her connection also depends on the telephone infrastructure where she lives as DSL comes through the phone system. This meaning the size of cables, how old they are and mostly, the number of people online at any given time. They have what call "Peak and off Peak" hours. During peak hours, the system gets overloaded and it actually slows down everyones connection speed that is on that system.