No connectivity

Homeconnect is problematic. My router has not been working for days and I haven't received any assistance or communication on what the problem is. I downloaded their app and tried entering my username details to lay a complaint and it seems like I am none existent in their database. Till today I still don't have internet connection and I just feel like they are unprofessional because they should have sent me an email or text to let me know if they encountered a problem.