Terrible "ONGOING" connectivity issue

I requested assistance with resolving poor internet connectivity issues for my LTE. No agent, after failing to assist with reboots, said it is an "ongoing" issue. When I asked for a reference number or ETA, I was told "there's no reference or ticket issued for the problem because it's an ongoing issue." No further details on the issue were given. This is unacceptable behaviour. Why am I paying do much money for data I can't even use? Meanwhile problems are no normalised as "ongoing", they don't bother with a ticket number.