it has not really gone down for that long in one go. lco guy who deals with complaint is a very nice chap. picks up phone. tells me the problem. even calls me when he has the thing fixed. most of the downtimes i have had were when it went down during evening or night. he usually gets on it in the morning and connection is back by noon or evening next.
i am not sure. most people here are not very happy with their lco. tbh, in my case, the guy handling consumer complaints is the one who is the saving grace. the lco himself seems to be useless. this guy has told me several times that pay is crap and he would jump ship as soon as a better offer appears. excitel would probably become worthless in my area when that happens.
Most of LCOs are actually doing good job. Maybe not more than 10% are really bad. Excitel is trying to pick the best among them and make it a win-win relationship. There is a huge trust in the long-term success of this model.