Charged full premium but **** service

I was affected in April due to the floods in KZN no access to internet. Then 20th May no internet connection. I log a query via the online website no feedback. I had to call to get told that the tower is down and they busy trying to resolve the issue with no turn around time. I queried how can i pay 2 full months premium but i am not receiving the service i am paying for. I have sent over 4 emails but no one seems to be getting back to me. When you call the call centre it takes over 5mins to get your call answered. This is absolutely ridiculous