Technical Support Lazy and Give you the Brush Off

On Sunday we had no internet connection from the early hours of the morning, I checked online to see if there was any reason for this, rebooted the router, and then after 2 hours called Supersonic to enquire as to whether there was a problem. The "technical support" person that I reached informed me there was an outage in the area and technicians were working on it. Much later that evening I tried again to find out when the matter would be resolved and got the same response. On Monday midday, still sitting with no internet connection I called again to be told there are no issues and my problem was due to power outages in the area the previous day (not the case!), but this still did not explain why I still had no access. I had to request them to log a call with Vuma and was informed this is only done hours AFTER I log my complaint and they had no record of said complaint. To my surprise not minutes after the call with yet another unhelpful "technical support individual" Vuma were at my gate (THANK YOU VUMA for your amazing support) only to inform me that there had been no issues in the area the previous day, this was not related to any power outages, but that the cable had been broken outside our property. So my question is this, why are Supersonic technical support so useless? Not only did they not bother to take my individual situation into account but they blatantly **** about there being a network issue on the Sunday that had technicians attending to it. How are we as customers supposed to trust your so-called support teams if this is how they respond? I am grateful to whomever did actually log the call the Vuma (that the "support" could not pick up on Monday) - but your staff ARE IN DIRE NEED OF TRAINING!