No human contact for services and advice

Their bandwidth is over-subscribed. Cannot get hold of a human who will take responsibility for a truthful answer. I do not need to hear about speed tests, unplug your router. I need to know why the system lags at certain hours of the day. I want to know what I need to do/buy to prevent this. I live in a small town and cannot get the answers I need on their ridiculous Press this, Press that, Select this, Select that way of dealing with their paying customers. Come on Herotel, you started off so well, but this is not cool!!!