Bad service

Their client care service is bad. I launched a complaint about the router being disconnected and off but I havent recieved any response from ghem regarding that. I slept with the router working fine and woke up to no lights and connectivity on it. Mind you I am off grid and theres no loadshedding in my area. Connected and disconnected the power cable but still nothing. No one is even saying anything and their system is only say my router is offline.