MWeb/Frogfoot and Fibre

Somewhere in the course of Saturday 7 March, our newly installed fibre line failed. I reported it on Sunday 8 March. MWeb's policy is that it will take 3-6 business days to repair. (In its own way, that is an inordinately slow time to repair something so 21st Century. Remember, 6 working days is more than a calendar week.) It was only on the fourth business day, that I received one sms from MWeb to say my fault had been logged with Frogfoot. FOUR business days to apparently log the fault. And if it had been logged earlier, it was only on day FOUR that I received any communication. I have posted something on social media almost every day; I have phoned MWeb everyday. I have emailed Frogfoot twice; and phoned them once (I was summarily dismissed with 'we don't speak to end users'). Today is the end of DAY SEVEN, with no hint that they intend to repair it tomorrow. When Frogfoot came to install the line, they offered me a day of my choosing. They arrived for the installation almost perfectly on time. Yet now - nothing. And I mean nothing. MWeb have escalated this issue 3 times they say, and they promise to get back to me. Yet nothing. Just one sms on day FOUR. In honesty, I don't know what to do. To cancel will cost me money. And fibre in my area is limited. Clearly neither MWeb nor Frogfoot have any regard for me as a customer. My wife wonders if this isn't malicious - you know, in a way that goes, 'the more you complain, the more we won't listen'. It's a reasonable assumption. And o yes, although I eventually will claim a refund - during this time, I received my first invoice. A bill for a full month's service. Their accounting system is efficient it seems. I will try some other Customer Service avenues in the media, but I'm not especially hopeful. It's a strange experience to be dismissed, ignored, unapologetically by a company you pay for a service. I have really only posted this review, with the hope it will provoke someone to speak to me....and solve it.