Issues with my FLTE and getting nowhere with customer services

I have been experiencing issues with my FLTE since 10 December 2020 at 11am. I called their customer support line and was told that they had an issue with their Sims not being Rica'd and they would 'log a fault with their technician' to call me back which was supposed to have happened today and I have received NO call back and it's already nearing 8pm.

I have called their customer service line atleast 4 times in total and get told different things each time, such as my router was locked and they have unlocked it, the other would say my router has always been unlocked, it's as if they say whatever to get you off the phone (bare in mind, calling them up exhausts your minutes as their call queue waiting time is crazy long, one spends on average 20 Mins holding before actually speaking to someone - to, then, not get assistance - such a waste of one's time, as if we call for fun) because it doesn't seem like they know what they doing, which is absolutely pathetic from a customer service point of view. I depend on the router in order to work from home. Also, don't advertise your whatsapp help line when nothing can actually be done using it, as it's always offline and refers you to call in any case.

I don't mind being told there is an issue and you looking into it but atleast be transparent as all your customer service agents sing a different tune which is absolutely FRUSTRATING!!! PLEASE HAVE THE SAME ENERGY AND EFFICIENCY TO SORT OUT YOUR INTERNET LIKE YOU HAVE WHEN MY ACCOUNT GETS Debited MONTHLY.

As a company, your only job is to provide an internet service which is what I am paying for yet not getting and I get no feedback as to why I am not getting what I paid for, please contact me to advise me either on a turn around time as to when it will be resolved or what exactly you doing in order to ensure it gets sorted! My contact number is ***.

THIS IS ABSOLUTELY TERRIBLE SERVICE