pathetic service with fibre

I'm disgusted in the service I've received from them, as my WIFI has been down since Monday and they keep making up different excuses, I have lost out R1500 from work due to the WIFI being down when they are not doing anything to have it resolved but sending a new router when the router isn't the problem, the problem is with their service provider @octotel, the more i am telling them that that is where the issue is coming from they are telling me it's my router. This is beyond a joke now, I've emailed their escalations team an even they can't be able to resolve this, they can't even send out a technician to come and have it fixed. I refuse to pay my bill as I am out of pocket by R1500 and there is nothing home-connect can do for me to have this resolved.

I don't know how a company can be running like this when no one working there knows what they are doing, I asked for a manager they refused to put one on the line and the problem still persists. I am not happy with this at all. It's beyond pathetic.