Service worse than the DDOS attack itself

My support experience with Crystal Web today has been really frustrating, but rather than try describe it, which could degenerate into emotion, let me just pass on the facts in the hopes that Crystal Web will be able to use this information to better their service.

Context: We have been having connectivity issues at home in Bryanston over the course of a few days, with it culminating in almost no connectivity today.

Actions taken - 8 May 2018

First Chat 01:52 First Online Chat session started - I am 8 in the queue 02:18 Chat Agent Comes Online 02:36 Agent recommends that I flush my DNS Cache, restart router and machine. I do this. It does not solve the issue and the restart disconnects the chat.

Second Chat 02:40 Second Chat Session Initiated - I am 8 in the queue 03:06 Chat Agent Comes Online 03:19 Agent Recommends that I add 8.8.8.8 and 8.8.4.4 to my DNS settings and then apply and restart machine. I do this. It does not solve the issue and the restart disconnects the chat.

Attempt to call Call Centre ********** 5:27 - On Hold 5:44 - Put through to a voicemail service and informed via automated response that the voicemail box is full and could not accept more messages, cutting me off.

Third Chat 03:25 Third Chat Session Initiated - I am 25 in the queue 03:57 Chat Agent Comes Online 04:32 Am informed that in actual fact there is nothing that I can do as CrystalWeb is undergoing a DDOS attack. No ETA on recovery, and no firm plan on keeping me updated, although after a lot of back and forward, the agent says he will try to email me.

I have all the transcripts to assist management to improve this kind of service.