Poor service

Is my second day with intranet service,while I have paid MWEB,why a big company like this doesn't not a cheaper method of customer to communicate with them, like WhatsApp or email address. I was advised that my router is faulty two days ago, today they have delivered the router, I have been sending request via twitter to be helped without no joy, the replacement router is here not working, I want my intranet to work unless I am going reverse the debit order and take my business some else, why I have call you while all business nowadays they use email or WhatsApp.i want some some call me now before 14h00, as I will be going to work.