RocketNet non-existent customer support

My Fibre internet connection at home has not been working since Thursday last week.

After work on Friday I tried calling Rocketnet support, however no one answers the number after hours.

I then logged a ticket on Friday evening. and up till Monday 11am had not gotten any feedback. I then called Rocketnet support.

I queried with the consultant on the phone the response timelines regarding customer support tickets. He informed me that Rocketnet has NO timelines for support tickets, they resolve tickets as they go along and clients must wait indefinitely for feedback.

In any event, the consultant advised that he can only assist me if I am logged into my router and therefore could not help me while I was at work. He then promised to personally call me at 17:30 when I am at home to assist me. At 17:30 I waited patiently for the call, however no one called. He sent me a mail 30 minutes earlier with some default settings, which did not help.

I got a mail, not even a phone call from another consultant responding to my original ticket on Monday afternoon at 15:45pm, asking me if I am still having issues. Not sure how that consultant thinks the issue would be resolved with zero assistance.

The installation procedure was such a nightmare, no one knew what was going on at the time, and now their customer support is non-existent.