Lack of support on fibre

I have had intermittent service on my MWEB "managed" fibre line and tried to report this using their online query service. They don't respond. Tried calling them and after holding on for nearly 20 minutes (as number one in the queue) the support man said I should take my router to a local computer shop to have it checked out. Whaaat?! This is the router MWEB has provided me as part of the fibre deal, so why don't THEY check it out? Then he says that it might be the fibre line (duh!) but calling Telkom out might incur penalties if it isn't the fibre line. Geez! Why bother with having the line "managed" by MWEB if everything is such a hassle for them? I think its time for me to go back to Axxess. I only had the best service from them in the past. And they respond to service queries.