Well the first thing they need to do is stop approaching EVERY ticket the same way.
I have a re-occuring issue of slow and crap connections followed by a username being added to my modem and then
eventual disconnection.
We're all frustrated at the lack of troubleshooting skills that
a) Failure to acknowledge the same issue occurred 1 month ago and i was offline for 3 weeks going through the exact same thing i started again Monday this week.
Its the same issue - why are they insistent on making me wait 3 weeks-4 weeks to send out first a technician (like they did LAST month) who wastes my entire day (because they can't give accurate times) only to respond back that it is something in the exchange.
I had perfect internet on adsl2+ for 1.5 years at same premises. As soon as they cut the wire its been a nightmare.