Mweb customer service leaves much to be desired

I live in George and I have a Mweb fibre internet connection at home, which I depend on for work as well as for kids online schooling and other internet applications. It is a great service when it works but hopeless when it doesn't. There is virtually no way to get help when things go wrong. There is no office in George that I can consult. There is only one automated helpline and this seems to serve the entire country and does not work. This is an example of what happened today when I called the Mweb Help Centre today: I first indicated that I needed technical help and I was routed to this option. I then entered my account number, which was verified by the call centre, but then it did not register further numbers I entered, so I was effectively stuck at this point in the call. I repeated the call several times with the same result. I then sent an email via the online web portal (using mobile data) but I received no response. It seems impossible to reach a human being at Mweb. In the mean time, we still have no internet with no avenue to problem solve. I assumed that such a big and popular internet provider will also provide good after sales service? Am I the only Mweb customer with this problem?