Horrible service

I have had issues with my adsl line twice on a Sunday. The first time I did not know what my username was and Zelda refused to help without it. This time I once again have to deal with Zelda and I have had to wait 4 hours for a response and then she said she would reset my router within 30 minutes and as of now I have waited over an hour with no response or reset.<br> I find Zelda to always have a reason not to help and it makes the entire experience more frustrating than it is already.