Service & functionality of fibre optics in Jhb

It is with great sadness and exhoustion to have to write this, but like so many people in Jhb, where all the buzz is supposed to happen, there is a lethargic and repetitively questionable standard of service... To get to the point this is about 'trying' to get into the usability of fibre optic usage. As fibre optic is supposed to be a wow factor my experience has been a headache of a ride to the point i dont know where to turn to any more and just cannot get final resolution on this matter. Fibre optic cable has been installed by vuma, internet usability is mweb, and to top it all a selected top of the range netgear router, and even more cheries on the top i went for 200 up and 200 down fibre optic useage. Now after all this wow factor it still doesnt work... it's dead. I dont know which way to turn any more because no one is prepared to come to your premises, its only done over the phone. Having said that in a contradictory statement some people at mweb have been courteous and helpful but when i put down the phone 2 minutes later we back to square one. Can anybody please advise on a really trustworthy service provider that can walk out and not have to be called back in again 2 days later. It woould be highly appreciated! The router for that matter can't even reach 10m!! Really! Is the type of parts we have to pay for, and have all this turmoil. I just want to get on with things. Not keep going backwards... :-(