Extremely disappointing service and customer support from Too Much WiFi

I honestly cannot believe this is the level of customer service Too Much WiFi provides.

My WiFi consistently becomes extremely slow or completely stops working between around 7pm and 9pm. I have reported this repeatedly because I am paying for a service that I am not receiving during the times I actually need it.

What makes this experience even more frustrating is the response I keep receiving. I am repeatedly told to contact them while the problem is happening so that they can investigate it. However, when I actually do contact them during that period, nobody is available to assist. I was then told that I should message later because there was no one available at the time.

So I asked a very reasonable question: Why was I not informed that your agents are not available all the time? If your solution is for customers to report the problem while it is occurring, then there should be an actual process in place to assist customers during those hours.

Instead, I am essentially being told to wait until the problem happens, contact support, and then hope someone happens to be available.

I also explained that there are only two people using my WiFi, yet instead of properly investigating whether there is an underlying network or service issue, I was given possible explanations such as multiple devices being connected. When I ruled that out, another explanation was given.

I am not asking for excuses or assumptions. I am asking for the service I pay for and for the problem to actually be investigated.

The communication has been extremely frustrating and, in my opinion, completely unacceptable. A customer should not have to keep chasing a service provider to prove that their service is failing.

I am a customer service agent myself, and if I handled a customer concern this way, I would not consider it acceptable.

Too Much WiFi needs to seriously improve both the reliability of its service and the way customer complaints are handled. This is not a free service. I pay for it every month, and I expect to receive what I am paying for.