Extremely poor support from Cool Ideas in resolving my Internet issues

Since February 2021 I have had many and various problems with my internet which Cool Ideas support team have failed to deal with effectively. Lots of emails telling me how important I am and wishing to solve my problems. Problem is the 1st level support team think that "Hope is a Strategy" but those of us who have experienced success in business know that Hope is not a Strategy. I eventually got somewhere when someone, allegedly from 2nd level support, phoned me and helped me identify my problem 25th March. However, 26th March problem reoccurred and I am now still waiting for a credible action plan to solve my issues. I have asked repeatedly to speak to a Manager or Supervisor to put my issues of poor support to them. As usual with a poorly run organisation and processes, no one has phoned me. I replaced my Router because it was suspected to be faulty. Cool Ideas wanted me to pay the courier fee of R200. I must have had close to 10 emails from 3 x different individuals about this ****** router and how to pay, who to send the proof of payment too, etc., etc. I can assure you this cost the organisation a lot more than R200!! hey, but who cares, because the support staff are meeting their targets of responding to customers, but I not so sure there is much focus (judging by my experience) of the company managing the statistics of repeat problems and lack of closure of the tickets.