Bad Support experience

I have asked them every month since i joined them in June 2017 for access to the client portal, logged calls every single time, still no access, last night it happened where i needed to retrieve my password from the portal and still no access, contacted their support for them to provide me with an sms like they did when i just joined them, was told they cant/not allowed to do it that way anymore, asked them to escalate so i can get my details, still couldn't do that. So was stuck without any internet, contacted them this morning and then eventually they provided me with my password, still waiting for client access to the portal. Have since decided to cancel my subscription as i also 3 weeks ago logged a call for latency issue's and still need to follow up every week myself on updates, really bad support. Also had to explain that 40ms to a local point via fibre is not "acceptable".