Epic customer service FAIL on every level - still no internet two weeks after ordering!

A bit of background info:

Years ago, I made use of Axxess as ISP and DSL line provider in Johannesburg and was always very happy with the service received. As such, when I saw their new MTN Fixed LTE offer, I signed up my retired mother, who lives at the coast, for this service without any hesitation.

Two weeks later and far too many attempts at getting anything out of their largely ***********, ******** and ill-mannered support staff, I have more gray hairs than before and my mother still doesn't have a working internet connection. I have been in the IT and Customer Service industries for over 20 years and can safely say that my recent interaction with Axxess as a company, particularly their front-facing staff is on my top-10 list of worst service-related experiences ever!

I wish I had had the foresight to check out Axxess on hellopeter.com before taking them up on their offer. Their rating is beyond abysmal and other reviewer's complaints, coupled with Axxess' total lack of response to these, clearly echo my own experience and paint a picture of a company that does not care in the least. At this stage, I really just want Axxess to collect the router and SIM card, refund my mother's money and to never deal with this company again.

08/11/2019 Ordered MTN Fixed LTE offer online (Huawei B525 Router + SIM on 30GB+30GB), uploaded required RICA documents, paid R999.00 with credit card. Special delivery instructions for delivery address: "call before delivery" (if memory serves correctly, this was actually pre-populated!). Website indicated 5-7 working days delivery timeframe.

13/11/2019 Tried calling Axxess to get a delivery status update. Calling their national number results in either engaged tone or voice message: "the network is congested" nine out of ten times. Sent an e-mail to *** to get delivery status update. To date, no response whatsoever. FAIL!

16/11/2019 After many failed attempts at calling, finally get through to Axxess. After being transferred a few times, ended up speaking to "Bonolo" in shipping department. She insists RICA documents were only uploaded 12/1/2019 (not true) but that router and SIM car would be shipped out today and an e-mail dispatch notification would be sent. Didn't happen. FAIL!

Furthermore, I asked her why e-mail enquiry hadn't been attended to. She told me that "we recently moved offices and haven't had time to set up the internet yet!" Seriously? FAIL!

18/11/2019 Router and SIM are delivered in morning but courier didn't call ahead as requested. FAIL!

Setup instructions are followed in minute detail and the stated "up to 24 hours" wait starts for SIM provisioning.

19/11/2019 Still no internet, i.e. SIM card provisioning not successful. After more failed attempts at calling, I finally speak to "Unathi" who says this is a problem and resubmits the provisioning request. Called again after two hours and spoke to "Ntato". She told me that it "takes up to 72 hours for SIM card provisioning". I tell her this is contrary to what the states in the setup instructions as well as information on your website state. She sullenly tells me to "re-read the website as it states 72 hours". It doesn't. FAIL!

Called yet again, spoke to "Thabiso" and requested to speak to a supervisor. Spoke to "Jimmy" (team leader). He promised to escalate problem with MTN. Found out later this didn't happen. FAIL!

He did call me later in day but without any resolution. I called once again in the evening but - again - there was still no resolution and I was told to wait.

20/11/2019 Support lines are still engaged or not working most of the time. After several attempts, got through and requested to speak to "Jimmy" again and was told "he isn't in today".

Requested that a supervisor contact me urgently. Was promised that "Siniko" would escalate problem to MTN and call me back. Suddenly , my mother got an MTN fault reference number via SMS. "Siniko" never bothered to call me back. FAIL!

Called again in evening, spoke to to "Ntombi". She told me there is still no word from MTN and that I'd have "to wait until 8am tomorrow because faults department is only open from 08h00-17h00). FAIL!

21/11/2019. Called at 08h00 and spoke to "Thabiso" who told me they were still "waiting for a response on their system". She made me setup router again ("we will be trying a different APN") but ends up supplying me with exactly the same details included in setup instructions and which didn't work. She promised to call hourly with updates, does this at 09h00 but not again. FAIL!!

This time, called reception and asked to speak to a senior manager, e.g. in customer service, public relations, etc. Was put on hold for over 15 minutes and then the receptionist attempted to put me through to "Jimmy" or "Siniko". I informed her that I don't wish to speak to either but to someone more senior. She tells me that this would be "Joanne" but that "she is not in today." FAIL!

Ultimately, got put through to "Nathi", who explained (for the first time) that a problem with new SIM card provisioning issue was identified on the MTN network , that other customers were experiencing the same issues, a notice was posted to their network status page and that they were busy working on resolving the problem. He promises to call back later that day to see if things are working, which he did at 15h38. Other customers seem to be up and running by now, yet my mother's LTE Router still won't connect. He asked me to restart router periodically and promised to call back to check up before leaving work. Never happened. FAIL!

22/11/2019 Restarted router a couple of times but still no internet. FAIL!

E-mailed to *** and posted on hellopeter.com.