i had a similar problem few weeks ago, i called the customer service, they promise will get back to me in 48 or 72 hours, i did not get any reply from them after that period, so i called them everyday, making noise, (ya, u have to wait more than 10 mins to connect to customer service) escalate the issue to higher level - their team leader, still the issue was not solve, and some of their team leader failed to keep their promises or trying to avoid my call (i spoken to maybe 3 team leaders), at the end, i talked to their manager, surprisingly the manager is very profesional, my problem was solved and i got a rebate. my internet was down for about 10 days. it's kinda challenge to your heart and patient to deal with them.