How long is normal to get an answer to a question?
I've been reasonably happy with my service, but it has been going downhill of late - and now entered the frustration zone. I tried to report my problem by way of a 'question' to the support team (this was where my fruitless attempts to log an issue led me on the 'help & support' section of the customer portal) Also - it's not a question. It a report of a fault, but I couldn't see anywhere to report a fault. 
1. Is this the correct procedure, or should I be calling a number?
2. How long is normal to wait for a response - my question is 4 days old now with the status "awaiting support team answer"?
My question ID is 111479982 if anyone reading this cares.
I have worked in IT for a long time, with a background in networks - in my opinion the router is buggered, and as well as this there is a bandwidth stability problem - I'm happy to admit that the first problem could be causing the second, but I have all manner of network logs and graphs that would suggest otherwise, and I have been having router problems without bandwidth problems for long enough to suggest they may not be connected. I may even be completely wrong - it would just be nice to hurry things along a bit to start having that argument than sitting waiting for 4 days for some KBD results.
1. Is this the correct procedure, or should I be calling a number?
2. How long is normal to wait for a response - my question is 4 days old now with the status "awaiting support team answer"?
My question ID is 111479982 if anyone reading this cares.
I have worked in IT for a long time, with a background in networks - in my opinion the router is buggered, and as well as this there is a bandwidth stability problem - I'm happy to admit that the first problem could be causing the second, but I have all manner of network logs and graphs that would suggest otherwise, and I have been having router problems without bandwidth problems for long enough to suggest they may not be connected. I may even be completely wrong - it would just be nice to hurry things along a bit to start having that argument than sitting waiting for 4 days for some KBD results.
