Easy to take money but not easy to give service when requested!

Extremely disappointed with MWEB, I have been calling the helpline with no Help whatsoever! The app is absolutely useless, as it is telling me there is no outtages in my area, but yet I do not have any internet and also when logging a query you do not get any feedback! What do I have to do to get answers! Internet has been out for more than 2 hours!!