Poor Support - Fibre Internet service

Axxess is my ISP with whom I have Fibre Internet at home. My internet was down for more than 12hrs but there was no notice on their network status board of the outage, which indicates they were unaware. I logged an incident via the axxess mobile app but no-one made contact. About 30-min later, I logged a 2nd ticket (this time via email to their support mailbox) and 1hour later, still nothing other than an automated system generated reply email, but no contact be anyone investigating the outage.

I eventually phoned their support line only to be told that my incident ticket had not been assigned to anyone yet but would be picked up now by the staff member on the call. The attitude and tone of the support engineer was far from apologetic or empathetic as she gave a lame excuse of them having a "high volume of calls". Poor service and a poor attitude! I think it's time to shop around and change ISPs!