More on bigpong

A week ago bigpong usenet went bung where I live so I had to use eternal sept. I spent one and a half hours geting somebody to tell my woes, trying to tell the monolith that it did not work when I finally got one of the technical service brains I told him the usenet server was down locally he thought I was talking a foreign language, he did not know what I was talking about (kept asking was it a service I paid for separately and other useless questions) he finally disappeared for ages (talking to other brains I expect, then came back and told me he had learned something that he did not know existed and would generate a report. Finally, today ,days later it works again. As a matter of interest,I subscribe to uk.legal and uk.legal.moderated but big pong does not have the moderated one so I use eternal sept for that, how on earth would you go about asking why it is not included and who controls such things,is there a secret bunker in bigpong with one single unapproachable ancient imprisoned within who controls the whole thing?