No customer service waiting a week to have my wifi fixed.

If I could go into the minuses with the star rating I would. It's a good product when it works. The problem is it does not work half the time and when you log a call well that's the worst. We complained of zero upload and download speed and were emailed something how we must fix it which originally required us to go on their website and use the dashboard. When you have no network? It took them months to fix that problem. Only for it to last just a few days and then the weather changed messaged them on twitter finally got help. It took a few a days. Wifi was great for a few hours then an area outage happened and for at least a week we have struggled to get help. The app did not work at first for us to log a call, you can no longer do it on the website so tried twitter again. All they did was ask me to send them my details over and over via DM. No one checks the DM unless you tweet them but they after a while ignore your tweets. It's almost a week later and no help. Finally were able to log a call on the app. Got emailed done gibberish telling us that their is no alarm on our tower and again go onto the dashboard. The app does not seem to have that so you have to go to the website I am guessing but wouldn't know cos wasn't told where it now is but to go on the dashboard requires network or data which if we had we would not be logging a call. The app only works if you have wifi which is stupid. The app should not require you to have data or network to use it kind of like a banking app. The don't anything about customer service and clearly employ the wrong people and obviously their customer service manager does not know what the are doing. You would think after they employed about 30 customer service people not so long ago it would have improved. Apparently not. There seems to be no turn around time in getting back to customers except for when you feel like it get back to them. Management obviously doesn't check on this. They should be doing once a month tests on their staff to see how long it takes and what kind of service they are giving. I want my problem of my poor wifi fixed when will it happen? Will it be before Christmas this year?. Will you take this complaint seriously?. Probably not but then I will give it two weeks and I will log a complaint with Icasa. A product and company are only as good as their staff. Really disappointed. I expect my wifi fixed asap.