Pathetic service

It is now once a month that my Fibre goes down and the LOS button is red. I do not touch the rooters. I was on the phone for 25 minutes and 50 seconds. It took 19 minutes and 35 seconds for the call to be answered. After a few minutes discussion Godfrey took from 21:59 to to 24:46 to create a reference. Another day without a service that I have to pay for. They know about my problem but still I have to call back to claim the downtime. Another 25 minutes of my phone money that I must waist to get R10 back. They know they are delivering a pathetic service as I was told to have a back up. Vodacom does not tell me to have a MTN phone for back up because they know they deliver.