Hit and Miss Support

In many ways, RocketNet is very good and I am glad I joined them. Unfortunately, their technical support seems to be very hit and miss. It seems that sometimes there are members of their Support team that do not read e-mails or who ask ridiculous questions that only a technical person would be able to answer, e.g. what kind of category of WAN cable do I have. This morning they contacted me saying they are trying to help me and requesting information O have twice sent through. What would be the point of sending it through a third time? Please get someone to contact me once they have checked exactly what is contained in all the e-mails.