Not a cool idea

A few weeks ago we were off to a rocky start and I thought it was a once off. I struggle to understand how they are voted best ISP in the country. Call waits are 15 minutes. I once received a response from a ticket after 3 days. I have been having issues with the Internet, yes Fibre and it was resolved by the agent by doing something on his side. What happens when the Internet goes down after hours? I also called in and asked to speak to a team leader and none was on duty. I have fibre for three weeks now and it has been down four times already? Ridiculous!