All avenues of accessing tech support blocked by ISP

I have an MWeb LTE fixed subscription for my mother in an old age home. I have not been able to go to her room until recently because of the old age home safety measures to curb the spread of Covid-19. She's been saying for a while that YouTube is not working any longer. When I went to her room yesterday, I noticed that the MWeb LTE sim card was not active since the router kept flashing a message to insert a SIM card. I have been trying to get hold of MWeb Tech Support since yesterday late afternoon. I spent approximately 45 minutes holding on while constantly being told that I was number 2 in the queue and my call WILL be answered. 45 minute mobile call - do they care what that costs every other fool who was holding on and hearing every few minutes that they were number 2 in the queue ? Attempting to access my online account, I just get a message that my login failed and that I must please use my "My Account" login and password. I clicked on "forget password" just in case I had the wrong password, but even with the login and password that was sent to me via SMS, I kept getting the same error. Clearly they have effectively blocked every avenue of getting hold of them. Does that sound like a supposedly reputable ISP or a fly by night company?