the truth is we pay MAXIS for suffering but not surfing
and, customer service will give u a solution that never solve the problem 
also, the 18th months contract is to make sure u will pay at least 18 months rental to them but not to make sure they will provide 18 months of good service to u. (i really satisfied with the service for the first 3 months but after that ... )

maybe the only thing we can do is having an egg throwing event at MAXIS tower.