Poor service from fibre network.

Hi!

Very poor service and support experienced since 2nd week in January 24. I am handling my mother in law's affairs. She is almost 81 years of age find it difficult to do e-mails and proper electronic communications. Her Fibre line was suspended for whatever reason they have on the table. Since starting e-mail and telephonic conversations, the only thing that happens is that you are issued with 1 reference number after the other, and also tossed between departments and agents. No proper feedback, except, which is ridiculous, "we are attending to it with a dedicated team effort and also working around the clock to resolve." What a farce, nothing happens. I have requested that they contact me or my M I Law, personally, no success as of yet. She wants to join another service provider, first they need a cancelation letter, i have requested it on several occasions, no luck from Metro Fibre , any of their departments. The main fibre cable in our streets of residence were laid by Metro Fibre. Nkt sure what agreements are in place between the different providers. Please give advice on how to proceed further.