Appalling technical support and internal coordination

Normally trying to get any intelligent response from the firewall Axxess like to call their customer service is not an easy task. They have spectacularly demonstrated their incapacity in this recent incident. Since 17 December we have had slow (sometimes almost zero) internet speeds on our Fibre service provided by Openserve. To date there is no improvement. I have requested callbacks from a senior managers repeatedly which have largely been ignored. Technical support staff do not look at the history. Every time I report no improvement we start all over again with port resets, speed tests and tales of woe about Openserve closing faults as if this has never happened before. Support staff are trained automatons with every capacity to think pushed out of them by scripts and hole-in-the-wall siloed operations. This has got to a point where what should be service has become an insult. Insanity incarnate - doing to same mindless thing over and over hoping that mysteriously something different will happen. Management are completely inaccessible, most likely oblivious of what goes on with support staff.