Alice suckage

My current ISP is Alice. In the last days I had problems with my DSL connection which was broken various times during the day for a few seconds. That sucks for VoIP, gaming etc.

I called the alice technical support and they asked my if I use a router. I told them yes. The answer was that my router is the problem, I should remove it. I told them that I will not remove my Router just because of a problem which doesn't seem to be a problem of my hardware. Then they told me that they can not support the problem if I will not remove my router because a router is not needed cause the AGBs say that it is only allowed to use the dialup software one one PC.

Are they dumb? I don't use this software, my router is dialing up. But i clearly see on the Modem that there is a problem.
In other word I told the women on the telephon that she has no clue about what she is talking (ok a little bit friendlier) and she
gave me another telefon number which I should call. No problem so I called and a friendly voice told me that this service costs
5,99 € / minute. Are they stupid? The problem seems to be a well know problem if I have a look at:
http://www.hansenet-user-forum.de/viewforum.php?f=7 (the main company of alice is hansenet).

Anyone else using Alice and has an idea or do I have to phone them every day now saying that they are stupid to get my problem fixed?

UPDATE:
Ok i phoned alice another time today. This time it was a competent guy at the phone. He told me that the pilotage is calibrated for 8mbit but it does only support 6 in the area I live because the next distribution box is too far away. He recalibrated it for 6 and now it should work

UPDATE: I called them and told that I tested my net with a DSL modem of a friend and had no problem (because their fix hasnt fixed the problem), they send me a new one and everything is ok