Netstar - Not tracking your every move..

On the Sunday 15/08, I realized, after looking at the Netstar app on my phone that my unit hasn't functioned since 12 August. I immediately phoned Netstar. The first call center person checked my details and said that she will phone me back when the unit has been tested. No phone call came back to me. A second call center person the same.. The 3'rd person went thru the same and went as far to promise that I could expect a call from the technical team to come out and have the unit tested. No calls, no nothing from Netstar. This morning I just received an SMS stating that me enquiry reference number is CAS-***. It is now 4pm on day 2.. Nobody has phoned. I still have a unit that is not working and I am very nervous driving around with a faulty unit.. Is anyone going to assist me? I wonder what my Insurance will think about this..