Disgraceful service

Third week of no internet service, from Smart village, and still there seems to be no interest in resolving the problem. Below is a mail that I sent to the customer care personnel, in the hope that this would result is some positive feedback, but to date, there is still no communication from them at all. If anyone is thinking of using Smart Village as a service provider, I would strongly urge you to seriously think about alternatives. You will see from the chain of events in the mail below, that they do not care about customer service in the least, so if you ever have a problem, you will end up high and dry, with no connectivity, but paying every month, because of the contract. Mail to Smart Village: On the 14/04/2016, I lost internet connectivity, but I saw a notice from Smart village, that there was a major fibre break, so I decided to wait for it to be resolved. When this was not resolved by the 18/04/2016, I logged a fault, which is reflected on the mail below, and since then, the customer service that I have received, has been extremely poor, and I have listed some of the issues and timelines, below: 1. The most concerning issue is that since logging the problem, I have never got any communication from Smart Village, with an update or progress. 2. I therefore, repeatedly contacted the call centre and got the following responses: a. On the 19th, I was told that there is no fibre break, and a technician needs to come out. b. On the 20th, I was told that there is indeed a fibre break, that needs to be attended to. c. On the 21th, in the afternoon, I was told that the fibre issue was resolved, and I should check when I got home d. On the 21th, at 17:00, after I checked the connection and saw no improvement, I was again told that a technician needs to come out. e. On the 22nd, I was again told that there is a fibre break, which is being attended to (apparently never resolved), but now it would only be attended to in the next week, due to work at “Mall of Africa”. f. On the 26th, I was told that the fibre break was resolved and I should reboot the system when I got home. g. On the 26th, in the evening, after rebooting and still no change, I was told that they would again need to send out a technician, but, they could only accommodate me on the 29th. h. Today, (the 29th), a technician finally came to my house (the first time since the problem started), and again came the conclusion that there is a fibre break. When I contacted the call centre, they again, could not give me any indication of when the problem would be attended to. The disconnect between the call centre and the technician, coupled with the resistance to give feedback to the client, seems to be resulting in an unnecessary delay in the fault resolution process. I am truly, very disappointed, in the level of service that I have been receiving, and I would really appreciate it if all the people involved, could please work together, to resolve, the issue, instead of each party doing a portion and then taking a hands off approach.