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@jaw
Oliver: if you mean customer service: In my case the main issue was trying to get through to the right person and getting an engineer assigned to deal with your problem. The call centre is in India and a complete nightmare to deal with, like Dammit said; it can take anywhere up to an hour to get through and they're not willing to take any action/take ownership of your complaint.
Going through their CEO office seems the most logical thing to do because it seems that if it doesn't escalate they don't seem to be in a rush to fix things.
Their product in general is good, apart from the one glitch I've had internet from them for over 6 years now. But when it goes wrong they seem to be terrible.