I totally agree with you Daimon,

The customer service representative is just a foot soldier. They are real people like you and me. They are frustrated and harrassed because they know there is nothing much they can do, that is why they went into auto pilot mode by reading the manual. I my humble opinion the best way to get cooperation from Tmnet customer service representative is by following this steps:

1. Called 100 say greetings - introduce youself - user name - verify the phone number
2. Inform  Tmnet customer service representative that you are taking note of this conversation for future reference
3. Inform the nature of your problem and/or site your report reference number or connection error number if any
4. Inform them politely steps and measure you've taken (usually the standard: direct connection no splitter, on and off modem, reboot PC, reset modem, using manual connection, using other PC or notebook to connect, average ping if any etc)
5. Usually by this time Tmnet customer service representative will respond to you in civilised manner because you almost covered their manual
6. Ask them what course of action they going to take and how long
7. Note down they proposed action and thank them accordingly
8. All we can do now is wait
9. If no result repeat step 1 and inform them this is the X number of called regarding the issues
10. PRAY

see if changing your primary name server to 202.188.1.133 helps - it cured my problem and would you believe it the idea came from a Streamyx CS supervisor. 

Sh1tmyx is killing my Rapidshare downloads... After around 8am all dead, throttled down until connection times out and cannot complete anything! Thus wasting hours of download..