Shocking support from MWEB

I have been trying to contact technical support to get assistance with using VOIP with zoiper, which is an option on the mweb website, but zoiper will not recognise mweb as a provider. I left the technical support chat, started at around 13h00 on my pc, open while I carried on working and 6 hours later (19h00) I had a response which I did not see as I was now working on other screens over the mweb page. That was the 2nd time I had tried to contact them. I believe they have been bought out and everything is now being handled off-site, remotely. Not what I would expect from MWEB who I have been with for over 15 years.