Internet Service

Signed a contract with SADV, now told my box is with Vumatel. When there is no internet we are referred to Vumatel, who never come back to you. Apparently the response is 24-48hrs. What are we supposed to do in the meantime? You don't get your money back for the days without internet and inconvenience for kids homework and our work. Why are we subjected to this? & SADv says there is nothing they can do? But send a "ticket with my query?????