Vodacom - no support after getting reference nr!

We are 300m from an LTE Vodacom tower. Average connection -116dBm. Really struggling to make calls! Logged a request, got reference number and.... ..... .... .... Nothing. No call. No support. No answer and 082 135 (which they tell me to call) does not have a option to adres this. Bot Tobi tried his best to help me ..... unsuccessful.