[General Maximus]

keep chasing them up with the fault ref and if they say the broader issue has been resolved then they need to book a tech if you are still experiencing problems. If/when a tech comes round ask them questions to aid in the troubleshooting. I have to do this with a particular guy at work who is next to useless and you have to spoon feed him the solution to a problem. If for example the tech says it isn't the shub and he has had a look outside and all the cabling looks ok don't just let him go, ask him what he thinks could be causing the issue. If he says it might be something further up the network then say "oh right, do I need to ring up and report that or do you send somebody an email or what?". When he says he needs to make a phone call, "what sort of timeline are we looking at for it to be fixed, a day or a week? Will they let you know when it is fixed or will it just happen?" Some people are lazy and are quick to drop anything which looks like hard work so I like to do some subtle prompting and giving them a nudge in the right direction. If they know you aren't going to let it go then they know it is in their best interest to get it done and out of the way just so they can get rid of you :p