CONNECTING TO MWEB VOIP A NIGHTMARE

What's happened to MWeb? Totally inefficient. I am unable to connect to VOIP through MWeb, this has been on going since 29th July. I have the handset and have logged into the system but I am still unable to make calls. When I send requests on Queries they simply tell me to phone the helpline. When I phone the helpline I have to hold on for about 12 minutes each time, then eventually when I speak to a consultant they transfer the call which is dropped time and time again and I have to start the process from scratch. The entire system is a nightmare and proving very costly as I am using my cell phone. However, I am being billed for something I cannot use.