Government institution service

Our home wifi disconnected Friday morning Saturday 09h00 we went to Howick MTN after 150 minutes we were told to phone technical on Monday. We then traveled 60km to Pietermaritzburg with our router - they told us 5G down nationwide even after 1 of their staff confirmed theirs is working,my 5G phone working and inlaws in Durban working - informed to contact another division - only available weekdays 8am to 5pm.We will be charged fully end of the month even though not using any of their service and now with loadshedding losing 20 hours a day as MTN does not work during loadshedding. Service received in their stores I actually had a flashback to Telkom service - wondering when MTN became a government institution as they believe they doing me the favour