Height of laziness!!!

I have been with Mweb for the past 15 years and been 'relatively' happy, but this blew me away. Due to really bad connectivity, I logged a call on Wednesday via the Live Chat function and spoke to an agent (call him X) who told me to monitor my line and send him the stats via mail. Over the next two days I received 6 different references in response to my emails.<br> Today I went back onto the Live Chat to do a follow up on my many references and my chronically slow speeds (as I work from home this has severe implications for me). I happened to get the same agent (Agent X). He acknowledged that he was handling my case and that he was going to call me tomorrow. I asked if he could not help me today. His response was that I then should phone the land line and they would give me immediate assistance. What is the purpose then of the Live Chat? It is on the Technical Help Page! So the agent in charge of my case will only help me tomorrow, when I have got him talking to me right now? I don't get the logic to this response, nor the validity that someone else must work on my case when he has been allocated the call back! Is this Customer Service after 15 years of loyalty?