Disappointed service

Try sorting out a router connection problem for the last 2 days, were told 3 times they will call me back to help me sort it out. Never got that call back. Last time I was even told that the team leader will call me back also did not happen. Asked for a technician to come to my house and help me out and I was told they don't have technicians and if they send someone and it was not a mechanical problem and just a connection problem I was going to be charged a extra fee... Not satisfied with this service! This happened during 30th and 31st of July 2019.