Zero Post Sales Service

I wish we can give zero stars. The worst customer service and zero urgency in providing any assistance. Our internet went down on 6am on Mon 4 Aug and we logged a call for assistance. Call was acknowledged and we were reassured that it would be resolved shortly. It has been impossible to receive any subsequent communication from them and when I followed up again this morning they have palmed me off onto the ISP without. Why is it so hard to help me understand what is wrong, why can you not provide timely feedback and why is it taking so long to restore my internet when nothing has changed.