Supersonic Customer Service from Hell

My Director works from home. I had phoned Supersonic to log a call to report her WiFi router has been hit by lighting. I spoke to Faith and I had expressed the urgency that my Director works from home and that she needs her WiFi to work. She pays them quite a big amount every month only for wireless internet as there is issues with the Fibre option. Faith assured me she will escalate the case and express the urgency of the case. I had phoned them 1 hour later and spoke to Nombuso. Just to be informed my Director's case was logged as High Priority but the case has not even been assigned yet to a technician. I kept being told he understands and he will escalate the matter and there is a 24 hour to 48 hours turn around time. When I had requested to speak to a senior management I am informed they are not allowed to transfer call to managers due to Covid 19. Managers are only allowed to phone out. Assuming managers do not sit in the same office as the Call Center this excuse is pathetic to say the least and beyond believe a complete lie. We all know you surely can put through a call to management. I gave them 20 minutes to phone me back. It has been 20 minutes no call back again. Nepic was better than Super Sonic. Sorry Super Sonic your customer service and your company procedures suck.