Yup. That's what my next move would be. If you want some guidance on best practices there, we're working on an article, which you can find here:

http://www.pingplotter.com/netnirvana/

You might find the worksheet handy (http://www.pingplotter.com/netnirvana/network_troubleshooting_worksheet.pdf) to capture the appropriate information.

This is a draft document (we're still actively working on it), but it's got a lot of information about how to navigate customer service.

Good luck!

P.S. We'd love to hear your feedback on the guide and worksheet, if you decide to read it/use it - email us at support@pingplotter.com.