When I was a kid we had ISDN bonded for an insanely fast 128k to the internet. Unfortunately our ISP was in another city and the telco had only configured 8 of the 256 available trunk channels, so sometimes channel B would get routed to nowhere giving only 64k, or worse both/channel A would get that treatment and we'd have no access at all. Sometimes it would take 30 minutes of repeated redialing to get a connection.
No amount of filing trouble tickets or contacting SBC (now ATT) support would get anyone to pay attention. They all assumed it was a problem with our equipment or the ISP and couldn't have cared any less.
In the end, I drove up to the switching center building and knocked on the unmarked door (small town obviously, and I was 16 so no fear of being arrested) and managed to explain the problem to an actual engineer. They brushed me off but I guess someone paid attention because two weeks later that engineer called me and explained the misconfigured trunk and apologized for the poor service. Never had another problem after that.
So the answer to your question is you can either try to get in touch with one of the telco engineers directly in-person, or you can give up.
Yes. Some construction crew put a backhoe through one of my circuits several years ago. You can call hicap support every hour politely requesting status updates, but that's no substitute for driving around the neighborhood until you find the poor engineer rewiring everything and bring him a coffee / iced tea.
Unfortunately, this works better in your small town or my small town than in San Francisco.
No amount of filing trouble tickets or contacting SBC (now ATT) support would get anyone to pay attention. They all assumed it was a problem with our equipment or the ISP and couldn't have cared any less.
In the end, I drove up to the switching center building and knocked on the unmarked door (small town obviously, and I was 16 so no fear of being arrested) and managed to explain the problem to an actual engineer. They brushed me off but I guess someone paid attention because two weeks later that engineer called me and explained the misconfigured trunk and apologized for the poor service. Never had another problem after that.
So the answer to your question is you can either try to get in touch with one of the telco engineers directly in-person, or you can give up.