Fibertime, disgusting customer service

I had a problem with my fibre through DSTV. They told me they would get someone to contact men. Eventually, Elizabeth from fibertime sent me a whatsapp message, offering assistance. I gave her details. She asked for a photo of the router. I sent it, together with a photo of the wall unit. She took a while and asked if it is a fibertime unit. I said I have no idea. She sent me a photo of a fibertime router and I said I didn't have that one, mine may be OpenServe. She said "yes, most likely" and that was that. I didn't contact her, she messaged me. And then drops me as soon as she thinks it's not her problem. No response to subsequent messages. Zero courtesy, zero care for customers, even if not theirs. So I am left high and dry with no explanation. Elizabeth, go back to traing and learn how to deal with customers. If fibertime want the transcript I can supply it.