Poor customer support and feedback

BEWARE: Cool ideas as an ISP provider works well but if you have a problem well that another story. Their support is limited during weekdays till 8pm and no support on weekends and probably public holidays too. Our Fiber provider Vumatel does not give us the option to contact them directly and an issues needs to be logged to go through the ISP. Turn around time according to Cool Ideas to log with Vumatel is 48-72 hours. I had logged my issue with cool ideas on Wednesday night so 72 hours would fall on Saturday at 7pm. On Friday the tech from cool ideas said she had escalated the issue, since today I have to heard from cool ideas or from anyone it has been escalated to. Surely if it has been escalated the person who is responsible should be able to give me a call. The best part of this is was caused by an upgrade on the fiber in the area and there was no notice that I have received from Cool Ideas or Vuma. So far 5 days with no internet lets see how long this goes for as now we have resorted to running on 3G and have already used upwards of 3GB of data for business purposes. I have brought up other issues previously where I was contacted by cool ideas customer care a few weeks ago and was promised feedback on a few items which I raised and still no feedback.