Apparently I need to complain to get a result from Evotel

I hate writing complaint reviews, and I really do prefer to give a company the benefit of the doubt, but this is getting a bit much. We logged a fault a few weeks ago because our internet was intermittent. Only after complaining did a technician come out and replace the ONT, for which I'm very grateful, but it begs the question: why did I need to complain in the first place? We now have absolutely no internet, no reading on the Evotel website, and I logged a fault on Tuesday evening. I have mentioned to Evotel before that our cable is faulty and I would like it attended to, but this has not been done, as it always tests fine when they are here. It's Friday now and Evotel has not contacted me or tried to arrange a call-out. Apparently Evotel has two technicians for our entire area, so they're extremely busy, which I understand, but why exactly can't they hire a couple more? They have hundreds, if not thousands of customers in the Welkom area. This causes so much inconvenience as it's not like I can scale the fibre pole and do diagnostics myself. Please sort this out urgently.