Poor response / communication

Our phone line has not been working for the last 2 days. I logged a case yesterday morning and was told that the SLA would be 48hrs to resolve which I respect. I called today to follow up and discovered that my case had not been allocated to anyone. I spoke to Smanga & Mabaso who told me that there is nothing they could do and I must wait. No reassurance provided and unable to further escalate. I'm not confident that our line will be repaired within 48hrs. Ive read numerous complaints about Supersonic and hope that their service has improved.