Responding to calls for help

I was getting no response/action from the MetroFibre call center for over a week. Excuses after excuses for my line being down. Running a business, the downtime was crippling me. They refused to come out saying "they had tested & the line looked fine on their side". My husband managed to get hold of Henton de Smidt, the FTTH Service Delivery Manager. Within a few hours, I was called back numerous times and my router was replaced the very next day. Thank you Henton & Clarissa for assisting. I "know" my line & router better than anyone. Next time the call center should trust me when I say something is wrong and it's not the line.