Metrofibre Helpdesk/Contractors/Technicians - Poor service

My line isn't working and I logged a technical fault via email and phone. I received a call from the technician contractor and she is only giving me two available time slots which both I cannot make.

I asked her if a technician cannot make it before 09.00 in the morning or after 16.00 which I can accommodate. She responds with no, as the technicians only get to work at 9 and they cannot work after 16.00 as it's too late for them. I feel I should be accommodated as I am the customer.

To be honest I have had issues with the fibre connection since it was installed in November 2018 and this will be the 3rd time that I will need someone to check the connections within the complex. We had load shedding and I can understand that the power failures will tamper with the connections, but my line seemed fine each time the power came back. It was when the load shedding wasn't happening that now the connection is down and it couldn't be solved remotely at Metrofibre.

My main concern is that I have had a technician twice come to my place after 16.00 to help with maintenance etc. And now I cannot because this contractor to Metrofibre does not work beyond these hours.

And I have phoned the helpdesk 4 times from this past Friday (15 Feb) to now and no one is calling back after telling me that they will. I am trying to be patient but this level of service is poor and I am getting ready to cancel my account.

The helpdesk support team are polite etc. but if nothing is happening after that to resolve any issues, what is the point?

Can someone send a technician after 16.00 on Wednesday to reconnect by fibre? The waiting period of 3 business days is already ridiculous and now the times are also an issue?

Can I just get this sorted?