Unbelievably bad support from Telus

I manage technology for a residential customer and Monday had issues with the Telus Internet connection.
Resolving this issue took 4 phone calls and 5 hours. 3 calls headed off to their support center in the Philippines, with agents that could not seem to understand that I was a residential account, but had a static IP. The first agent tried a reset on their end and I had to wait 10 minutes to see if it took. Second agent cut me off. Third agent couldn't figure out what the issue really was and only wanted to walk me through their standard process. 4th Agent was local and, even though it took an hour, finally resolved it.
Understandably upset, I asked for an Escalation Form EC3 to be generated and someone was due to call back within 24 hours.
Nobody did, but they managed 36 hours - however the guy I spoke with offered no apology and wanted to sell me the B1 Package to make things better. I could not get him to understand that 5 hours and 4 agents was unacceptable.
Still not happy I phoned back to try an talk to someone above him (since he would not transfer me up) and it took two more calls to get someone to have a manager call me (still waiting for this call) within 24 hours.
Ugh! - and as a technician I should recommend Telus why??

Anyone got a better way to contact them?

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