I do hate that. It's, for lack of a better term, simply rude. If they can't have enough decency to respond to their customers then they shouldn't have made a Facebook page.
I think that'd be a good idea. Since they didn't want to respond on their Facebook page, why not put them on the spot for everyone in the area to see. I bet they might respond then.
I certainly can't say definitively, but yes it's a safe guess that the backhaul needs to be upgraded.