Poor technical response from mweb

I have been without internet since 9am on the 01/02/24 ,i logged two queries as that is the limit ,tried to call but gave up after being on the line for a hour ,called again Saturday 03/02 at 12pm , eventually got through,after i emailed metro fibre myself to quiery my outage as no outages from mweb or metro fibre were listed for my area , they said their was a line fault and would escalate it ,mweb only attended to me at this time and my queries logged were never attended to ,now i must wait till monday ,take time off work so that a contractor from metro fibre can come investigate, this was all delayed due to mwebs poor response,i have been with them since 2016 ,but am now weighing up my options for another service provider