MWEB lack of technical support - Excessive hold times

I made three calls this morning to try follow up on my fibre outage. Total hold time was 43min after being cut off twice... (Drove to work and attended a meeting in the hold time)

The whole street where I live has no fibre but the technical consultant wants the Serial Number on my router. How would my router serial number affect the whole street.

Now I have to drive back home, find the serial number, wait 45mins over three calls on the line for someone to answer. Pretty sure they'll then tell me "The case is with Openserve"

Useless