Congestion is a difficult problem to deal with. All the CSRs know it's there and knows that it's the problem. But there is often fuck all they can do about it. A CSR can't fix congestion, and what's more the company doesn't give you an acceptable way to tell those customers that congestion is there and that you can't do anything about it. So you just end up with a cranky customer that you can't tell anything, or at best upgrades are coming sometimes this decade. Or more likely there is no upgrade coming at all and it's company policy that they stay this oversubscribed. It's busted but a customer that is suffering from congestion will likely get no relief unless they wait or they churn. Sometimes you will get a detailed schedule of when the upgrades are happening, but you're not allowed to provide dates because they are fuzzy and can change, and then when it gets bumped you get called as to why it didn't happen.