Appalling service, lacklustre communication

My parents internet has been down since this past weekend. I reached out to VUMA who confirmed the problem sits with Mweb. I've tried to call and I get place on hold for 14 minutes at a time, never reaching an agent. The online chat is pointless and crashes. Look, if your system is going to be down, which you can't always control, then at least have a strong communication strategy. But you can't be providing no service and have a failed communication strategy. Off course, the monthly money gets deducted for a service we are not getting!