After 10 years with iinet as a happy customer - so...

After 10 years with iinet as a happy customer - something must have changed as the experience i have gad over the last 3 to 4 weeks has been unbelievably bad. I upgraded and lost all connection - apparently as I did it online it was all my fault? I did as instructed and at no stage that I prompted that I had done anything wrong or should have called them? I lost internet connection- apparently had 2 accounts, couldn't get a straight answer or a sensible conversation. Basically I felt like I was not wanted and they just wanted me to go away but were happy to and made sure they took all payments upfront. We then received or Fetch TV box ... it didnt work, we were told an new one was being dispatched because 'this often happens' , after 10 days we called as had heard nothing - they couldn,t find the details but would get back - no one did! I just called again a week later and was told yes its been despatched - when I asked why we were not told they didnt know why? So been paying for the service for weeks, lost all internet for a full day, had no fetch box or service since ordered it but they have and still are taking my money. Unfortunately 11net have become another large corporate who see customers as a necessary evil and not their lifeblood. Currently looking for another supplier to change to who cares about clients.