Highly unhappy... sent from pillar to post

I have reported an issue on the 21st of November to webafrica with regards to my router where it disconnects numerous times a day. I received a ref number that the issue had been escalated to the faults management team with ref 96102. Noone has contacted me. i just keep getting the same usless emails and texts that the fault has been escalated to priority level 4. What does that even mean???? On the the 30th of November I got an sms stating the fault had been closed... I contacted webafrica again and was told that the fault is sitting with metrofibre... noone from metrofibre has contacted me my wifi disconnects over 5 times a day and it seems to be getting worse