What happened to Mweb's amazing service?

How is the service so bad? I used to recommend Mweb to everyone because of how amazing the service was, it was the only thing that made Mweb better than other service providers, but service has gone down drastically. I have called sales to get fiber at my new premises, after 14 minutes on hold they eventually answer and tell me to speak to tech support. They transfer me and the call drops so I call back and select tech support. 17 minutes later they answer and tell me I need to speak to sales??? They transfer me and again the call drops. I call back and select sales, another 14 minutes in the queue before they answer, and while they are still busy saying hi to me the call drops again.