Recurring Network Faults with No Technical Support or Follow-Up

I have been with RSAweb for less than a year at my current address and have experienced three separate service failures in that time.

April 2026: Severe upload degradation. RSAweb's Tier-1 support ran standard ICMP checks and found nothing. I had to supply my own pathping and WinMTR traces to prove there was packet loss and capacity collapse at their aggregation layer. Their own tools failed to identify a fault that was clearly visible in basic diagnostic data.

May 2026: Recurring upload degradation. Same fault pattern. I again had to push back against basic Tier-1 troubleshooting and direct their team toward the correct diagnostic approach. During this incident I received a response from support stating that their team was not picking up any issues on the network - at the exact time I had a live WinMTR trace showing 1356ms average latency and 3160ms worst-case spikes at their first upstream aggregation hop, with zero issues on my equipment or LAN. Two separate devices on two separate cables both confirmed the fault was upstream.

Following this incident I formally requested escalation to a manager and submitted a written request for a Root Cause Analysis. It has now been 7 days. I received no response from management. No RCA was provided. No follow-up communication was made.

This is not a case of a customer who does not understand networking. I work in telecommunications infrastructure professionally. I know what a clean line looks like and I know what aggregation-layer congestion looks like. RSAweb's Tier-1 support is not equipped to handle anything beyond a physical outage, and when presented with hard diagnostic evidence, their response was to tell me nothing was wrong.

The lack of any management response after a formal written request is completely unacceptable and I hope RSAweb uses this as an opportunity to demonstrate that they take customer concerns seriously.