You can only deal with them through emails so impossible to get anything resolved is a little complicated

Arrogant and unhelpful. You cannot talk to anyone as they only deal with you through emails on their support desk. Try escalate a problem to someone that might have a better understanding and they can't put you through to anyone, they can only send you an email to try resolve your problem. Most frustrating experience. Internet is not great either so would recommend you go with another service provider.