No internet service and no call backs

I have not had any luck with the service if late. My router was replaced ,but still aitting with the same issue. I call all day with the line taking alot of airtime and high call volumes. I opt for a call back and log tickets on the app as well ,but still nobody is calling me back etc. Come now Rain. Ive been a client for a few years now and now i dont get the service im used to ,but my money is being deducted.