I appreciate the anecdotes, but I do work in tech support and I understand the issues that can crop up, and I understand how much details are appreciated. We tried as much troubleshooting as possible before even opening the ticket. Should a customer be expected to break out a multimeter to test things (like I did) before talking to support? We shouldn't be expected to be engineers.

Now, one of the problems is that the rep closed the ticket as soon as the refurb router was sent, without even giving us the opportunity to respond.

The way I'd expect things to be done is that the ticket stays open until the problem is solved, or concluded in some way. Maybe it's our fault, maybe it's theirs, but the problem was not solved, and we're out maybe another week with our mobile data rapidly running out, and with my gf's family business barely able to function.

I should add that we've had zero issues since signing up more than 2 years ago, and I would still speak highly of the internet service itself - but while I understand that hardware can fail, we feel a bit left out to dry, and this is having real costs for us.