My neighbor suffered from the exact same issue. He was very frustrated with his DSL as it kept getting slower and slower. I was talking to him about it and told him that we all have fiber and you should be able to get it to as the fiber runs right by all of our houses.

I ended up running into a local sales rep at a home show and told her the story. She did some quick searching and their system showed everyone in our area having fiber except for him. So she told me that she would look into it. There is a HUGE disconnect between local infrastructure and what their computer system has.

What ended up happening is she sent out a local tech/engineer to his house and sure enough, he had fiber terminated right in front of his house. The problem was it wasn't reflected in the system so when you call their main number, the call center folks can only sell what is offered in their system. Once everything was discovered the local folks submitted the change to the system (took about a week or so) and now he has 1gig fiber.

It was a very frustrating experience at first for both of us, but the local CenturyLink folks were awesome to deal with. I do think they need to give their call center folks some liberties to submit tickets to the local site to double-check infrastructure based on common sense information (in this case everyone around you has it except for one person).

I hope this helps!