a sign of a company that doesn't care about its customers. As to an apology from the ISP after the fact, well, there was none.
If you know your customers will have to wait for some specified outcome let them know in advance. They may not like to hear it, but at least they'll be able to anticipate it and prepare for it. And whenever you can, minimize the perceived wait time by giving customers regular updates or at least a quick "your meal's almost ready" type of message. Overall, think about who might be waiting for something you're delivering and take steps to prevent their perception of a wait that's interminable.
As for me, after my ISP pulled its switcheroo, I did one of my own and changed ISPs. Oh, and in case you're wondering, buffalo tastes like beef. Tasty, but not worth the wait.