Horrid Service from Vumatel/Home Connect

I have been a Home Connect/Vumatel Client for the past 2 years. We have had a good service from them both until the past month.

About 4 weeks ago we started experiencing intermittent signal. Sometimes on Sometimes Off Sometimes Weak. We reported it and they came out and changed the little black Fibre Box. It wasn't coming on. After they replaced it, it seemed good for a week or two.

Then last week Thursday 25th February 2021, at around 9am the signal went down. I immediately called Home Connect and reported it. As usual they said I would get the reference via sms. I waited half the day and no sms with from them. Called them again and they said I would get the sms shortly. It never came through. I called them again Friday morning and spoke to Happy. Told them how irate we were about the loss of internet. We have two kids home schooling as well as my wife working from home. Happy said he would investigate and come back to me. Later on that day he did call me back and said Vumatel's ticketing server was down and would only be back up Monday. So apparently they have to get a ticket number from Vumatel before they can give me one.

All weekend no internet.

Monday morning 07:45am my wife calls them. Speaks to Mpumi. She says she will call back. I get to work and no call from her as yet. I call in and speak to Benda. Same story about their system being down and they will back. She spoke to Mpumi and confirmed that Mpumi will come back to me. 10:45am I call back after no response from them. This time I speak to Happy again. I ask him if he remembers my call from friday and confirms that they still down. Also confirms that his manager is aware of the situation and has escalated to Vumatel. also says Travis who Vumatels account manager will call me to setup a time.

I then call SADV/Vumatel as they are now called. They say they can not attend or assist as I have to report to Home Connect who will then report to them. I asked them about the offline ticketing system but they wont give me an answer.

None of the call center managers will call me back. None of the Call Center Agents call me back.

What on earth am I suppose to do? I can not believe that they expect us to keep quiet and forget it. How are we supposed to home school or work without a connection we already paid for?

It is now 19:55 on Monday 01 March 2021 and still no internet and no calls from them. This is the most horrid service I have experienced ever, Why is it so difficult to get through to them?