What they basically saying are: ok we know that our service is not smooth and you will experience blackout every now and then, but don’t worry in 20 sec you will be connected to someone so we can fix your problem.

More money and resources should be located to fix the infrastructure instead of using it to receive endless compliances form angry customers. I mean electricity and water is important infrastructure and should be running 24/7, and any interruption in the service, should be the exception not the norm.