Ah, no no. The expectations are not low. People are paying for a service, and they expect it to work. I once (another country, another ISP) dealt with a query

Ah, no no. The expectations are not low. People are paying for a service, and they expect it to work. I once (another country, another ISP) dealt with a query/complaint of "it doesn't work!" which turned out to be due to a snowstorm taking out _the entire area_. Which people knew about! And still complained! The expectation for the service is really much of the same. Almost ironically, the first marker that people phone about is "my email doesn't work!" edit/addendum: your customers also have their own solutions for dealing with power outages - more UPSs, generators, laptops (with internal wimax or 3G chips), etc