Bitco's support or the lack thereof...........

If I could give a rating lower than one star I would, we have had endless trouble with our Fibre going down and speeds running slower than dial-up, we have had our phones disconnected for days on end or terrible static on the lines. We call and email over and over again but every time we try to get any form of support whatsoever we get ignored completely, I have to escalate every single issue to higher management and only then do they somewhat temporarily fix the problem. Each and every time they blame it on our router or cabling etc but we run an I.T business with access to all these products which we already test before calling bitco. They seem to love pointing the blame at every other aspect of connectivity but refuse to admit that their product is the problem. We are paying for a gold SLA with these people and they don't even give us a second thought. In this day and age one cannot run a business without a stable connection, they know this and they don't particularly care. Telkom in comparison has amazing customer service compared to this company that claims to be a ISP.....And we all know how telkom's customer service is.

Is it so difficult for them to accept that their service has a fault and rectify it?