Poor service and problem resolution

I have been having an issue with intermittent WiFi connectivity for close to a month now (ticket number #COOL-***). I have numerous correspondence via telephone and via email with little to no resolve for my problem. No-one can tell me what is going on and often it is referred to that the problem lies with Octotel the FNP. My contract however is not with Octotel but Cool Ideas and therefore I need for Cool Ideas to resolve the issue be it with Octotel or in-house by Cool Ideas. My last conversation with Itumeleng today at around 10:30am I asked to be contacted by a senior member of staff to let me know what is happening and why it is taking this long to get my issue resolved. It is now 16:59 on the same day and as yet have to receive the requested call from Cool Ideas. One tries not to get angry and give the "service" provider (I use service very loosely) a chance to actually provide the service one pays for but how long does it take for someone to call you back if in fact the message was forwarded on. Or is that I am just a number and they don't really need my money, if I want to complain or cancel my contract so be it another customer will come along to pay.