No service, on hold for 1 hour

Hi there,<br> In the last few months IS service has declined massively. After I have logged a call, three hours later I call to get an update and I find that the call hasn't even been assigned yet. The person I called says it shouldn't be a problem since someone will contact me in half an hour. An hour later I call again to find the call still hasn't been assigned. I am put on hold while they search for someone to help me, after 30 minutes of waiting I am put through to Escalations, they also can't find someone who can help me. So now I am on hold again while I am typing this and they are SEARCHING for a manager who is in charge of their technical department. No progress has been made on the logged fault even after all this time.<br> <br> Just to add on to my problem, this is after the whole IS mail platform was down for 18 hours where clients were not receiving mail, with no feedback and only false promises from IS technical department on when the service will be restored.