Of Internet Plonkers

My family's Internet provider is usually rather good, but for a fortnight, it's been a festival of idiocies.

First, someone called my mother (400 miles away from my flat, with a different name, and a different address) in order to talk about my connection. [Oops 1]

Then, Mother could no longer access her e-mail address (that started on the 17th, and it seems that her mailbox is far from being the only one).

I phoned them several times.

[First try] Girl 1: there's a big issue with a server. The connection will come back.

[Second try - two days later] Boy 1: I don't know what's going on. Send a message to the mail service. 

I did send a message, but since I could see no trace of it on Mother's contact page, I phoned again ->

[Third try] Boy 2: What's your problem? 

I started answering, and he hung up. Frothing at the mouth, I phoned back ->

Boy 3: I can't see your password. I can't tell you if it's been changed (that would have meant that Mother's account had been hacked). If you want me to post you your password, you'll need to send us (by snail mail!!!) a photocopy of a form of ID and of any document proving that your current address is valid because the e-mail address was created when you were living at another address, and it's that one that's still linked to the address.

I blew a fuse.

I told him that he has the "new" (since 2002!) address for the netbox, and he can bloody see the link between the old address (for the e-mail) and the new one (for the netbox and everything else).

I told him that it was a disgrace to have to rely on the post when dealing with an Internet provider (that froze the poor boy on the spot, by the way) and we would not be doing that. He finally suggested that I phone the techs, which is what I did ->

Girl 2: after I explained all the issues, she tried to guide me through the one thing I hadn't tried yet. When that didn't work, she managed to locate the answer from the mail service (that had been sent to the blocked e-mail address - how frigging intelligent), and it turns out that her first colleague was right; they've got a huge server problem.
Or do they? On their forums, they proudly announce that "everything's fine" whilst on other forums you can see dozens and dozens of people complaining (and we know that it's only the tip of the iceberg because not everyone subscribes to a forum to complain (I did not - I just read about their issues).
It seems that many people were hacked, and the provider demands that they explain how they think they got hacked.
Question: if I tell them that I'm convinced that they're the ones who were hacked because all the victims were attacked around the exact same time, are they going to help me?
I'm wasting time because of them, and Mother (I!!!) may have to change her address on quite a few sites if her original address doesn't get e-CPR very quickly.

Fuck! I could bite someone (working for our provider and being a silly plonker).