I am a geek type with a pretty big company I use my connection to VPN to the company as part of my support job. ( I run part of a NZ/Aus wan) and am well qualified to do so, but I will say that does mean I am only really a junior if it comes to the issues an ISP has.
This means (along with my own) reasons I wont run there diag tool, its an exe that they will not allow me to control or see what it provides (as it has been told to me) so I scripted up a test that did the tests they wanted. Because some results (very few in the 24hrs) showed a result that they didn't like and I wouldn't allow a tool of theirs to run in my network without control or visibility of it they said fix this or we wont do anything.
I do not have a fault, Chorus have proved the line (and thats another story in itself), I cannot close down my internet activity for myself an my wife for 24 hrs to accommodate there testing and having some twerp there tell me that because I had trcerts show greater than 1ms on the first hop which was perhaps 5% of the tracerst in 24 hrs that I had a problem, while at the same period my path pings to NS1.orcon,,,, showed 2 to 5% packet loss in there core routing. Now in my tiny small unqualified mind I see that if if I have processes unable to to get name resolution it is hardly an issue for me when the core network is losing %5 of packets.
As a customer for more than a decade paying as much as I am all I want is the same level of service as I had six months ago, steady and reasonable.
I have diversity that means I can switch in and out two different DSL routers easily, both give me identical results in peak and non peak periods periods, and reported SNA line rates etc.
At the end of the day they are ignoring that I have significant slow down at peak periods and not at other times.
My decission is that I hear back by Wednesday (which will be over 7 days from my last coms from them) or I start putting together the case to get my last 6 months of payments back from them, it will be fun to do that I love documentation and establishing cause of failure cases.
I will keep the forum appraised of the results, but if I do end up at odds with Orcon via the law you are more likely to hear it via the media first as I will be very public about it.
A man with a will to do the worst and the fiscal ability to achieve it