Terrible Support Services

I would not recommened PacketSky as their support Team is terrible. I was dropping packets for a number of days. I raised the issue with their support Team but instead got rude responses or no feedback at all where i as a client had to do my own testing to prove i was dropping packets.

I can see im dropping packets if i do a simple ping test to googles DNS 8.8.8.8 Their Senior Network engineer advised : "Googles DNS is not a test server and ICMP is never going to be 100% guaranteed since google does not care about ICMP packets and the server could drop any amount of them as and when it feels googles DNS is there to resolve names so main ports they are focus on that should not get losses is port 53 this is why gaming test servers use http ping and not ICMP ping to check quality of the connection as TCP is much more reliable transport then ICMP is What exactly is the issue you are getting so we can troubleshoot the problem and not the symptoms"

Now bare in mind that how they tested was the same method, they logged into my Mikrotik and pinged 8.8.8.8 which is the same method advised against.I asked how would they recommend i test so i can do the same, there was no response to this question. Secondly i took it upon myself to login to my prod server and ping 8.8.8.8 from a different isp for 8 hours. I did not drop a single packet and 28902 packets were sent. that being,i tried another ping source from VOX which they did 900 packets to 8.8.8.8 and also no drops of packets. I then tested from VOX isp to ping my public IP address and they could see i was droppping packets. iv logged x2 requests to point me in the right direction to cancelling my ISP with no response.last comms after i pointed out my testing was to restart my CPE as it was on for 12 days(which is normal)(i dont mind restarting the CPE but that device should remain on for months without needing a restart). I see they had a core network upgrade 1am this morning which i testing in the morning that resolved my issue. There was no response to my ticket and they said they will conduct tests and get Vumatel to run tests their side and revert back ASAP. i responded the next morning and said the issue is resolved after the Network upgrade and i mentioned i was not happy the way the call was handled. No client feedback or setting the clients expectiations. Why not let me know. An employee called me after he saw i mention i want to change ISPs how do i go about this. He then told me that it seems to be fixed now and that the guys are where busy that they didnt respond to my ticket and they saw afew users where affected so they did the upgrade( i see the ticket is now resolved). If that is the case ,why not tell the customer that you see a number of users are affected as discussed only told telephonically after the issue is resolved.Rather tell the client the change control has been logged and it should solve the issue instead of me wondering if anyone is doing anything at packetsky or am i the only person experiencing this issue? A work collegue of mine had the same issue with Afrihost. He pays the exact same and is in my area. he logged the call and within 2 hours the problem was solved. They did not make the user do a number of tests for days .All they did was fix it their side and said,try now and it was working. Why should have grey hairs if i can just move ISPs and get a better service for the same price?