Herotel is zero zerotel

The services of Herotel is becoming bad each day my internet went off last night I phoned the tech department the guy there was very helpfull unfortunately my router needs to be replaced so he helped me with a ticket for the replacement of the router today I have phoned them 4 times after being on the line waiting to talk to an operator for ten minutes I get an voice saying all operators are busy use our whatsapp platform and my call gets dropped when I send an whatsapp I still have not received an feedback on whatsapp as well and it is more than 2 hours really the services is getting poor by day