Nepic - Not so ****** Epic anymore

When I started with Nepic years ago, their support service was prompt and feedback happened without any question. Lately they have deteriorated, their support line has the attitude if the call is logged then the client should be happy. Today our fibre has been down for the whole day, it was reported this morning. When arriving home, it was still down. Reported it again, the answer....it was excalated.

The attitude is clearly that it is escalated and I should keep quiet, why keep me informed? Also why not ensure your help desk has the latest information where the fibre provider has been contacted and asked for timelines. Surely Nepic has some sort of communication channels with their providers?

Really Nepic? Are you given classes on how to disappoint your customers? Do you want to stay in business?