Paying monthly for nothing no internet

I am literally tired of rain now because this has been going on for too long.my husband has a 101 router with them that he pays 625 rand for a service we hardly ever use they also have support option on the router if we need an agent to call us but that doesn't ever work.we logged a complaint almost a Month ago but no one got back to us and the escalating team managers supervisors and agents are all useless whatever you say I'm very sorry to hear that they were trained very well.its like we pay for nothing and no one helps.i don't know why the escalating team is off on the weekend because my husband has been working from and his work just piles up cause the router isn't working properly now I'm 100 percent sure my husband will gets calls none stop about this and 1 more thing I'm dealing with the banks and they always give the full names of the consultants what a load of bull you'll cannot give us surname of the consultant what rule is that you'll are just an internet company so if the bank can give us that details why can't you'll because u don't want us to know who we speaking to if we have complaints.worse service ever please who ever reads think don't even think to get rain services it's useless