Retention agent helped me within days after struggling for a whole month

I got a Supersonic Fixed-LTE router on the 31st of January. We set it up and proceeded not have internet connection for the whole of February. I called 3 time a week for 3 weeks until they only activated it on the 24th of February. I was repeatedly told that supervisors and project managers would get back to me and they never did. All the meanwhile, I am expending airtime spending 40 minutes on the phone with their call centre and buying more data than ever because I did not have wifi despite having paid for it. I also needed technical assistance with the router itself and they could not send someone out to assist me. Eventually, I cancelled my contract and requested a refund.

Upon cancellation, I received a call from a retention agent - Vanessa Nkuna. She assisted me in resolving my issues within days whereas other employees took a month before taking my queries seriously. I finally have Wi-Fi but find it greatly disappointing that I had to cancel my contract and demand a refund before I could receive assistance. I kept my contract after Vanessa assisted because I just wanted Wi-Fi connection in my home and I finally have it. However, I am overall disappointed in Supersonic's service.