It does sound a little strange.
In the past I was getting the run around from another company and after a similar number of support calls, achieving very little, I decided that as I was no longer in contract, it was time to move. Problem was soon sorted.
My current provider Plusnet has been giving very good service and their UK based support is excellent although it was rather slow to get through to a little while ago due to a large influx of new customers.
Nov 143, Dec 125, Jan 77, Feb 174, Mar 210, April 384, May 450,
June 485, July 512, Aug 433,
Max Day 25.2