Cool Ideas No Service/Support

So I have gone through the so called support department regarding my issue that my WAN is down on the ONT. (Opened ticket on 10/02/2020 8:00 AM) I have stated this in a support ticket and stated as well that I have switched off the ONT and after 5 minutes switched it back on. The status on the ONT shows stable which means that the fibre is in tact. However the WAN is completely dead stating that their is a miss-configuration from the exchange to my ONT if I am not mistaken.

In any case no reply/feedback from Cool Ideas on this matter. I phoned them and told them about my ticket. The one "support" lady stated that I did not really give more information about my issue and left the ticket alone. Phoned again and a support guy answered stating that he will escalate this and will let me know. No answer after 2 hours from his side, not even an update on my support ticket stating that they are busy investigating which is all that is needed for the customer. (Normal customer feedback is key)

Phoned again after 2 hours and spoken to a lady by the name of Nandi. She does not know what is going on and clearly cannot help in any regard.

So basically bad Support service if any. And phone etiquette is none. (Feels like talking to a Telkom "consultant")