Pathetic service

For the past month now every night between 7pm and 11 pm the latency is between 300 and 600 ms (ping)

I have requested for management to call me, no called me, i have requested for 2nd support to call me, no one called me, everytime i call in the ticket is closed.

How the heck cam you close a freaking ticket but you never consulted with. Im a service technician myself, i will never close a case until i have confirmed with the client. You guys service from 2nd support are pathetic .