Check with your town-hall. Because the service is a near monopoly, they will have a contract with the town. There may be a clause about service resolution that will trump anything in your service agreement. If there are enough complaints, your selectmen/alderman (or designated official) may require them to address the issues in person.
Probably cold-comfort to you but if you are being made miserable by this, you may have a chance to stick it back to them.
Good luck!
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