No trust in MTN as a client centred provider

I have an external router that hasnt worked for 5 days. I have spoken to over 15 people at MTN and cannot get any help. I need to work and the MTN system just doesnt care about its clients. My trust level is so low. The service staff are wonderful, its the system that is awful - no-one knows who can help me, I have passed on pillar to post. I have asked who i can phone or email to get assistance from a manager, but have been told by MTN staff I will be lucky to get a reply. Even their staff have limited trust. Is there anyone who can actually help?