Unprofessional, Unaccountable and constant delivery INCONSISTENCY

This has been the worst experience I have ever had with an ISP. I reported on the 11th of December 2024 that the wifi for the house has no internet connection. An email was sent on the 11th but no response. Then on the 12th december 2024 we contacted them via WhatsApp but still no assistance. On the 13th December 2024 I called telling them that I have informed them about the outage on my side and their excuse was that they haven't been able to reach out to Metro-fibre technicians. They tried trouble-shooting over the phone which didn't work, then instead of suggesting a technician to physically come check the problem, they decided to try trouble-shoot again telephonically and still no results. They promised to call and give urgent feedback but nothing happened. Today is the 18th of December 2024 and still nothing has happened, even though the contract states that their turn around time is 24hrs - 72hrs.

It has gone past their 72hrs SLA and still nothing has happened. Instead of coming up with a solution the advisor on the phone "Leslie-Ann Laya" keeps giving me excuses regarding Metro-Fibre, instead of acknowledging that they have failed to deliver services.

I need help filing a grievance against Home-Connect. They are quick to disconnect the line when payment is late, however when I ask to be compensated for the days I have not had an internet connection they give me an excuse about how their system does not do refunds.