Extremely Poor Customer service

My wifi has been down for the past week. We have tried reaching out to Metrofibre in all possible ways with still no response from them. We have logged a ticket, spoken to the chat bot and reported via the support line (through the chatbot) only to be told someone will reach out every time. We were called once by a consultant who was unable to help with the issue due to being from a different department, however the consultant said she would write an email to the right department CC'ing us in it and that still hasn't happened 3 days later... What's the point of paying so much every month and having multiple increases in a year if this is the kind of service we get?