How to teach the provider to respect users?

Question

Computer networks

To begin with, I live in the city of heroes Murmansk, which is located in the north of the North-Western region of Russia (Kola Peninsula) and connects us with the main part of Russia only by the isthmus in where the Republic of Karelia is territorially located. It often happens that during frosts or heavy snowfalls in Murmansk (!!! this is important), one of the most popular Internet providers in Murmansk drops off the connection or pings become sooooo long. In such situations, when calling the support of this provider, the answering machine reports something like the following: “In Karelia, communications were damaged as a result of an accident and therefore there is no Internet (or there is, but it is bad), engineers are already repairing everything, sorry for the inconvenience.”
Such situations can last up to 2-3 days, and their apologies do not make it any easier for me, considering that I earn money for myself through the Internet, and today I learned that they also do not recalculate on their own, but only at the request of the user, that is, those who do not understands what's what they just pay for the lack of the Internet and that's it.
How in this situation can you influence the provider as an organization, because arguing with aunts on the phone is a Sisyphean job, they don’t understand anything themselves and just say what they were told to say?
I would be glad to get at least some advice on what to google or where else to ask, what structures you can complain to and how to confirm your claims.
PS
I can be wrong, of course, but the reason for these problems lies in the fact that the Murmansk Avant-garde buys resources from RosTelecom (if I'm not mistaken), some other providers in the city have sidings of communication and therefore they don't have problems of this kind.
PP S
I will say right away that I am already connected to another provider and do not advise me to disconnect from this

Answer 1

You need to come to terms with this, you have already punished them by using another provider.
If they really have technical problems, they must be able to solve them or they will lose users, you know, competition is such a thing.

Answer 2

Just the other day, Medved instructed the Federal Service for Health and Consumer Protection and the Antimonopoly Committee to deal with "regional providers." That is, they now need "sticks".
Write to Moscow - there is a high probability that they will respond.

Answer 3

You can write a complaint to the regulatory organizations (Rospotrebnadzor, Roskomnadzor), but they are unlikely to lead to anything worthwhile. My provider, for example, states in the contract that the Internet may not be available 10 days a month, although they recently did that the recalculation was automatic (before that, also on application). In general, read the "Rules for the provision of telematic communication services" - docs.pravo.ru/document/view/5640/64131/ They are not required to recalculate automatically according to these rules

Answer 4

A collective application to the court will not help? Murmansk is quite a big city.

Answer 5

Look, Beeline has the same situation. I left them after there was no Internet for three days, on Twitter they advised me to call technical support, although it did not work (that is, it was impossible to wait: breaks, requests to call back later). And if you didn’t call during the malfunction and didn’t find out the incident number, then you won’t be able to recalculate later.
As a joke, I can offer to transfer evidence/evidence to competitors :) If the prov really violates the contract and / or the law, who better than a competitor to bring the case to court? :)