DISGUSTING, UNPROFESSIONAL, LACK OF QUALITY SERVICE!!!

I contacted and sent an email to Cool Ideas on 05th May 2020 advising of my intermittent wifi connection. I did not receive a response until I sent a follow up email 3 days later. I then waited another 6 days for a response and still no solution to the problem. Since I'm WFH and have kids that receives on-line teaching I rely on my internet connection. If I am experiencing an issue I expect to receive a response within a reasonable time frame and not 9 days later without a solution. I'm so ****ed off because it is impacting my deliverables and turn around times to my employee. It's embarrassing to repeat to your colleagues that you still waiting on your SP to resolve the issue knowing that they not even getting back to me, so what are the chances that they even looking into the problem. I called Cool Ideas again on 14/05.2020 and asked If i could speak to a manager since I'm not getting any type of assistance from the agents I've been dealing with , i was told blatantly they not allow to refer any emails or calls to manager...This is complete BS!! How do you as a SP expect to improve the quality of your services. Today is day 10 and i still hopeless trying to work with poor internet connection. I can't even do a simple video or conference call without having numerous disruptions. I will definitely be looking for a new SP. Cool Ideas you have definitely failed me as a client especially now during Covid when i was relying on your services. Your lack of service is pathetic and your agents are unknowledgeable. YOU DESERVE A ZERO RATING!!! AND I'M STILL WAITING ON A RESPONSE!!!