Mweb - No logical thinking.

I am house sitting for a friend who is not contactable at the moment. There is a problem with the fibre line. This is verified by Mweb customer support but they will not send a technician to fix the issue unless the owner contacts them. The owner is not contactable for 2 weeks. The biggest issue is that you need a lot of patience to get through the automated system to finally speak to a real human being and then when you ask if they can escalate the query to a manager, he refuses to do so and puts the phone down. I did not ask to change anything to the account, only for it to be fixed. I am an mweb account holder myself but will soon be changing this.