RSAWEB "INVESTIGATING"

After weeks of opening ticket after ticket for connectivity issues the only answer RSAweb can give me is the standard line that the network guys are investigating the problem. How long do they plan on investigating the issue while they keep taking my money. It's amazing that they can successfully take payment for their services with no problems but they can't seem to fix issues on their own network in a timely fashion. This issue has been going on for two months now. I have referred multiple friends to them and surprise surprise they are also having issues. What exactly do they mean by "Investigating" and how much longer do they actually need for the issue to be fixed.