Customer service very poor and frustrating

Very frustrating process with their support. When you phone in to log a fault they will troubleshoot with you and everything and then say you must send an email. After sending an email there is a ticket number but their techs never indicate what was discussed on the phone previously. If you then call back you need to go through the whole troubleshooting process again. Every time they want you to configure the router etc. The argument from their side - its a requirement before they can log a fault on their system. A Ticket is not a fault on their side. And a call is not linked to a ticket. No updates are sent as well, you need to call them every time.