An incident like this..
.. was what made me finally drop Demon Internet..
My DSL connection (yes, it was quite a while ago) was, at that time, connected via a connector under the pavement - a connector where the flap that was supposed to make it waterproof had a large chip taken out of it - which meant real, sustained rain would eventually seep down into the cavity and surround the connector. Which, over time, would corrode the connectors and I'd lose my DSL connection.
So, about once or twice a year, I'd have to call Demon to get a BT engineer out to look at it - I'd have a quiet word with them when they arrived, they would clean things up and close the call with a 'connection cleaned up' message. All were happy (except me because I had to do it at all, but at least happy that there was a known, simple fix).
Then Demon got borged, not once, but twice. The nice friendly techies on their helpline got replaced by script-reading robots that either didn't have the power to diverge from the script or, more likely, lacked the desire to do so.
So my connection went down again so I duely rang the helpdesk (ha!). Went through the rigmarole (no, it's not a single computer, it's several of them connected to a switch, behind a firewall. No I can't reset the firewall. No, I can't unplug the affected computer because it's several. No, none of the computers are running Windows[1]. Yes, it's a known issue that should be on my customer record. So please raise a call to BT for them to come to check the cabling).
Sometimes it would work, sometimes not - depending on the helpfulness of the individual concerned.
Then came the final day. I'd called the helpdesk three times, trying to find out what was happening to the call I'd logged two days ago, each time going through the same rigmarole and getting more and more annoyed each time. So, expecting nothing but disappointment, I phoned them again and came up against someone who was obviously either having a bad day or a severe case of entitlement..
I went through the rigmarole again but, as soon as I tried to diverge from his pre-prepared script he started to panic and told me that I *must* give him the information (which was utterly meaningless in the context) or he wouldn't continue. I asked to speak to his manager - at which point he started to scream at me that I was disrespecting him and that he was the one controlling things. I asked again to speak to the manager. He put the phone down on me.
I waited 5 minutes and called again. My ill-fortune continued - I ended up in his phone queue again. As soon as I started to speak he swore at me several times and put the phone down.
So I called the Sales team (still UK based at that point) and asked for a transfer code (can't remember what it was called - this was before the new provider could request for you). When they asked why (with a resigned sigh - I suspect that they were the busiest team left at Demon) I explained what had happened with the helpdesk.
They provided me with my code without any argument. They also asked me whether I wanted to raise a formal complaint - which I did. I moved away from Demon with dome regret - it was my first proper ISP and it had been a really good one until the borging.
IDNet was my next ISP, then I eventually settled on Zen which is my current ISP. Only a total of 3 ISPs in my personal internet life!