Poorest customer service experience - what happened to the white glove experience?!

That one rating star is even a lot for the service I have been receiving from MTN customer care! It's the worst! I have a home internet router - it has not been having connection for hours now. I attempted to troubleshoot on my own as I'm quite tech-savvy but it's not working out. I call customer care 4 times, all I get is endless transfers to dead ends, no assistance at all! Finally I get routed to a live "service champion" as they call them, the "champion" confirms my ID number and he says she wants to refresh the system, she didn't even bother asking or gaining the agreement to put me on hold, she put me on a 30min hold even before I explained my problem to her. 30mins into the hold, I get hung up on. I have been having terrible experiences with their customer care reps - so nonchalant, unwilling to assist, no consideration or prioritization of the customer, I pay for the service but not receiving any value for the money when it comes to their customer care. You'll call to ask about a minor issue on how to use their self service IVR, they'll answer as if they are running to finish the call. At the end of each call you get a survey but really? Do those even count? Are they taken into consideration? As a Customer receiving service like I'm being done a favor makes me feel unimportant- if the agents don't want to talk to us then make self service channels that are user friendly cos even the agents hardly know what to do or how to use it.