Home-connect substandard service

Our internet has been down for almost 2 days now and all Home-connect can say that it is a Western Cape problem that affects everyone with a fibre connection. That is simply not true as some of my friends are up and running with Webafrica. I called them and complained via Whatsapp. When someone eventually called me (12h12 instead of 11h30 as promised) I was not close to our router and we agreed that he would call me back at 14h00. It is now more than an hour later and still no phone call. How are we going to resolve the problem if the service provider does not call back? I was also told that Home-connect's Service Level Agreement states that they have the right to take up to 9 days (72 working hours) to solve the problem. Anything shorter and we just have to wait. That is just shocking!