You are no longer a top ISP, because your turnaround time to resolve faults is pathetic.

Axxess, your platform is good, but your service has dropped substantially from when I signed up with your 4 years ago. Your escalation process is pointless if valid issues do not get resolved in a reasonable timeframe. As an ISP, you should ensure clients can stay connected and if a fault is reported it should be a priority to resolve. If you can't do this and focus on sales (new clients) then you will never get to operate in the top 5 or even 10 ISP's in the country because you can't retain your long standing clients. I will be looking at alternatives and cancelling my account with you once business picks up Feb this year.