Worst service provider cybersmart

Worst service. We have had WiFi outage for 72hrs Saturday 26 April - till today). Reported the the issue multiple times and got different responses and the support people are rude. Today I spoke to Torbin and they tell me I have to pay an express callout fee (approximately what we pay for the months service), totally disregarding the issue I've reported on 26th April. If they have people available for express service - and we reported the issue over 72hours ago why didn't they have these people attending to the issue in the first place. This is totally unacceptable. They gave me a callout manager email. I emailed them and still no response.