Mweb - response time dreadful - new app awful

Have been with Mweb (Vuma fibre) for years with no real issues. Lately we've had very slow internet or it just drops for a while. Every time I want to find out what the problem is I have to use their app for the Live Chat, good luck with that I was on it recently for almost half an hour. Am presently trying to call them, I started as no 30 in the queue, I'm now no 21 and I've been on the line for 22 minutes, spoke too soon I just got cut off. What is it with business now that you can't phone and have an actual person answer your call? Does Mweb have enough staff or are they simply relying on tech? Much preferred their old site where you could type in a problem, get a number and wait for a response - this new app is dreadful!