If they have a TOS, (Terms of Service) doesn't the customer have inversely, an SLA (Service Level Agreement) that they're accountable for?
I've never seen a consumer-grade Internet service with an SLA. You pay, you get what you get. Most of the stuff masquerading as "business" Internet service is exactly the same. The average end-user has no real recourse or ability to demand action from the provider.
Michael
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