Unacceptable service

We relocated to a new house on the 12th of April, the technicians came to install the wifi rooter at the new house. Saturday our internet went off for some reason, I have been phoning herotel everyday to hear if there is any updates. The response that I get every time is the same: "We will check for any updates ma'am, can I phone you back later." And then they never phone back. This is unacceptable, why do we pay so much money for internet but we do not receive the service we need?