Support ticket cancelled without explanation or resolution

After 3 hours of telephone calls and repeatedly testing the same thing Mweb accepted Vumatel closing the support call for a technician to call at my premises, without communication to me. There's no means of escalation to Vumatel and Mweb appear to be unconcerned about the inconvenience. They reminded me that the issue is still within their turnaround times. That doesn't explain lack of communication and bad service.