Mweb lacks customer care

Currently frustrated with my internet provider have been with Mweb for over 3 years on uncapped data and we religiously paid our subscription. We have recently moved homes and that's where the issues arose . We were advised to get a VT or Vuma order number from current CPE and we have tired tirelessly to get same but it keeps giving error message that there is no connection. We have sent Mweb the screenshots and when you call after holding for ages you told they respond to emails after 72 hours. I would presume they have technicians all over installing for customers is it so hard to allocate one to come to the premises to figure out what the issue is even if it is at a fee than tell customers there is no other way . With working from home this is such an inconvenience because its been days and this can easily be resolved. The consultants are also not helpful they keep telling you to try what you advising them is not working . Please improve on customer care you lose good customers because you are just not bothered.