Following some very basic troubleshooting on their behalf, I was asked to send in the results of some ping and traceroute tests. I was initially promised a call back from the agent the next day. Having spent 4 years working in call centers, I knew better than to expect the call back as promised. So I gave them a week to respond.

Even being this generous, I still didn’t get a response, so I called them, only to be told that the agent investigating my problem was out that day. Another call back was promised. Going on past experience, I decided to give it a couple of days to hear back from them. So nearly a week later, and there was still no call. And my connection was getting worse.

So I have made my final call to customer support. An engineer is going to be sent out to look at the problem. If the engineer cannot resolve the problem, then I will request that they take out the equipment and I’ll move to another provider.

You may have noticed that throughout my posts on this issue, I have refrained from naming the company involved. If it comes to pass that they cannot resolve the problem, then this policy will change, and I will name and shame them.