Time to review and provide good service

My recent experience with the support team at Metro fibre after doing business with them for almost four years was horrific. I had a technical issue with the new router they put in themselves. They don’t have a proper diagnostics to discover the cause of service interruption. The reason undiscovered by them even after 15 hours. Luckily I could figure out the issue and then started asking them the input clearly stating the what will fix the issue. I had to run behind them almost five hours literally begging them the information. Till the point I understood that they are willing to give me the information. To me it seems that their tech team was also helpless and DO NOT WANT TO HELP. The reason of me writing this here so someone from metro fibre reads needs to take this as a learning point and try to improve the situation. I never had a horrific experience with them before. Please train your people with problem finding and solving skills.