Data line fault. 2 week and still no respons

Me and my wife got a mtn data bundel to use at home via a 4g/lte router. For 8mnd is was realy a pleasure to use but 3 weeks ago it started going on and off. We were refer to get in touch withe the people that check the towers in my area. We are situated in Bloemfontein and the suburb is Noordhoek. After checking with them and finding out there is 4 towers in my area and all is up we ruled that out. Our main ploblem is my wife is also with mtn an when the home internet is off her cellphone internet is still working. We went to Preller Plain MTN, after testing the sim and router we determined that it must be the line that has a problem. Now here is my problem, after speaking to Michelle she promised to report and inform us on what was happening. After not a single email or telephone call we went back a week later to find out nothing has been done. After we went back and complain again Michelle phoned us back the next day, not to apologize but jus to let us know she has send the email. Going to 2 weeks and no feedback from Michelle or MTN. How difficult is it for MTN to check a single line. I have lost my respect for them and is truly disappointed in how everything has been handled. Luckily I do not work all the time from home otherwise I would have even bigger problems.