I've been lucky enough to only have to open a few support tickets in the years I've been with BigPipe, and most every time have been quite satisfied, however lately, it seems to have gone really down hill. I don't expect them to hold my hand, however, I do expect them to read their own tickets, and actually take some ownership when there is a problem.

I've posted here a couple of times about my issues with sites timing out, and have made a couple of tickets for it. I've been very clear in the tickets, that it's not DNS (tried more than one DNS provider), not my equipment (it's happening across more than one router, switch and modem), and that it only happens directly connected their connection, as it goes away on a VPN. 

Every time this has happened, they have switched my static IP, which tends to "solve" the issue for a few days, and then it starts right back up. I know I'm not blacklisted, as the sites eventually load, however it is getting more and more annoying. To be clear, this is across multiple domains (reddit, stuff nz, gmail, etc...)

In my most recent ticket, opened last week, they switched my IP again, which solved the issue for a few days. When I updated the ticket today to say it's once again timing out to sites with a network reset, the tech asked me to (again) reboot my equipment, then try another freaking DNS. I had literally just replied to him in the previous email, that it does not matter what DNS server I use, and that a reboot does not resolve the issue, and that this is ongoing. I even sent the previous emails.

He seems to have completely ignored everything I said, and went straight to the "reboot and change DNS" script. Cmon guys, most people that use your services, are quite a bit more technical than your standard users of other IPS's. And even if they weren't seriously at least take the thirty seconds it would have taken to even skim my previous attempts. I've been really happy with BigPipe in the past, however, this is unacceptable. The customer service used to be great, but now what, have they gotten too big? Are they no longer training their people properly? Have they just outsourced everything to the cheapest bidder? I'm at my whits end here.