RSA web offers pathetic service

4 days ago I contacted RSA web as our internet was slow. They gave me a ticket number and said that they have reported and it will be repaired. I kept getting communication for someone else. I helped a friend a few years ago with her fibre set-up and used my email for her business. Even though I got my Octotel / RSA Web installed quite long after with all my details, RSA web still insists on getting me and my details confused with my friend's account. Today, while my son was writing a law exam online, our internet died. I called the helpline and yet again, I was confused with my friend's account. I was told that someone would contact me by 7 pm tonight to help me, but nobody has done so yet. So, for 5 days we have had poor speed and now, no internet AT ALL and no communication from RSA web. They blame Octotel. Naturally, my concern is that they aren't even fixing my problem but looking at the wrong account altogether. This is shocking.