Totally Dissatisfied Customer for Service Received from Neotel

On the 13/12/2018 I returned home from Ethiopia to discover my Internet Service was not working. I checked the Modem and called the technical Helpline of Neotel on 14/12/2018 and they talked me through a series of test proceedures. It was finally diagnosed that the modem was Faulty. I have called them on numerous occassions since then with my reference Number SREQ ********** 52 and continually am told about Turn around Times of 24 Hours and that it has been esculated to the Technical Department. It is now the 18/12/2018 and I still do not have my modem replaced. I am running a site in Ethiopia from South Africa due to my Visa expiring and this is proving extremely difficult without decent Internet as I am forced to use a 4G router. I changed from Telkom to Neotel in order to get better service and it seems that the service Neotel provide is on a par with Telkom. which makes one wonder was the change worth my while to make the change? The excuses are stereotype that it has been esculated, yet not one call from Neotel to advise on the progress of my Fault Report and it is left to the customer to continually followup on the Fault Status which I find a total contradiction to their proclamation of professional service.