bad customer service

on the 28th of September my route was down . This was not first . In april mweb had to replace the route and this did not affect anything . On monday the route was collect and replace . I am unble to connect from my phone . When i took this offer i wanted to view what on side using my phone .I was told by the technical team i must call my technician to try to connect the new route with dvr . This is a cost on my side because of mweb route not read information that is must pay my technician to try to connect . faulty number ***