New Client disappointed

I cancelled my other ISP last week and decided to go with Supersonic because they are rated number 1 ISP in South Africa. The wireless router arrived just the past Friday, its Monday now and the internet is down. I try to contact them to find out if there is a problem on their side. The only way to contact them according to their website is over WhatsApp, I did ask them if there is a problem on their side. The person only rep**** and said "Wait two hours and check it again". I mean????????? Really? How is that acceptable? For me as a brand new client, that gives me second thoughts... Really disappointed