No response or no feedback

Last Friday I noticed no internet activity and concluded the line must have gone down between Thursday and Friday. I investigated the problem online through my phones data connection and reported it, nothing happend from there so I then eventually got hold of some chat technical guy who told me that if he logs the complaint and a fault is found on my side I would have to pay R300 odd for the call out and if it was not on my side then they would cover it. He asked me if I had checked all the plugs properly. I requested him to pls hang on while I quickly check if they are all correctly plugged into the right places, I was told no he was not authorized to do such a thing and while I was busy trying to reply back to him the chat session ended and the window closed up, now leaving me with no idea if he now has requestion the technician or what. Today Monday afternoon now after some various attempts again on mwebs website I logged a few queries and one came back to me "informing me that their records indicate that I have already informed one of the agent about the problem ". I respond with thanks great but what is going to happen and when.? Now 4 hours later and still not a single thing from mweb. This is not the service I expected from a company who brags of such high levels and its not the only bad time I've had. The router that cam along with the mweb package packed up working, I informed them and got nothing from them. It eventually stopped working all together and now still does not power on, again, then I got no feedback, nothing. It was a day or two I eventually could not afford to wait and loose on more business, I had to go out and buy another router at my cost in order to get online again.... Again not happy with this so called service..... I will be switching as soon as I get my goodies together as I cannot afford for this to happen again in the future. I am using afrihost through other devices and they are on top form when it comes to the after service I must add... Sorry mweb it's such a pitty...