Ask for a discount, they cant supply what you are paying for....
I'll be calling them tonight to request an engineer too, i say everyone who has a problem in the area should all do the same thing as well.
Sooner or later they'll get the idea when they are rammed with people all singing from the same page.
As for nobody ever complaining about anything ... lol ... thats a good one, i call them very frequently
AND
I have to admit something here too .. i actually got a callback from 2nd line tech support, admittedly he told me nothing apart from the networking people were busy and he would call me back with more news in a few days ( this was a week back now though so i guess my one callback was the limit )