They need a restructuring, yes, perhaps to be an acquisition. I've always gotten a warm body when I needed one. Just my 2 cents from the other side. I can't help you with the technical aspect of your questions but the word on the street here in ISP land is that management at PSI Net has told there employee's to start looking for other jobs. That could be the reason for the poor support and IP routing management.
Nobody there cares anymore.
A little background. Anyway we have been trying to balance our traffic a little better here between our upscale provider connections. It looks like clearing the bgp tables on the router didn't help at all. Things are still pretty out of balance. Our difficulty is in balancing the outbound traffic, not the inbound.