Worst ISP provider on the planet

We have been with Supersonic for about 7 years now. Things started off well in the beginning and support was reasonable. We phoned in with an issue about for weeks ago it took 4 hours to get somebody to answer the call. We were told that our request had to be forwarded to a higher tech team and would receive a call in due course. Still waiting for the call. How is it possible to retain customer with such poor service? I guess our only recourse is to try a different ISP!