Poor customer care and quality internet

I recently moved into my unit. It started fairly okay but now things have been dismal. Not only am I experiencing drops in my internet line, I can't seem to get assistance from the organisation. I have a ticket that has been open for more 3 days now and still no assistance. The only time you are able to get some assistance is if you call them directly. I think I just find the service hard to accept because the previous ISP's I've used operated 24/7 and customer care not taking longer than 1 hour to respond to each ticket.