Customer for more than 10 years, being pushed away,

2.5 months later of complaining about an intermittent connection, these guys are asking me about the colour of the lights on the ONT. I have explained this to them about 7 times and they just can't move past the fact that all the lights are working like normal. I suspect it is because the technical staff have no idea what they are doing so they are just buying time. Needless to say, as a customer for more than 10 years, I will be closing both my accounts with them. The service I have got from them is sick.