Pathetic customer service

We moved house a week ago. We informed Mweb of the move and were told that the fibre should be working. My husband called numerous times and each consultant gave him the same steps to follow, he followed it but it failed. He called again and asked if he's query could be logged for a technician to come out, he was informed it takes 24-48 hours...it's 3 days later! Will my account be credited with the week we lost connection??? We are clearly being overlook so I think it's time to change service providers because the service received by Mweb is disgusting!