Unhappy Very unhappy

Since Friday the 10 July 2020, our WiFi was down, could only connect 2 cellphone to the WiFi. In regards to this the router is my parents and is installed at there house. The problem is they both cannot hear, the wats app is not helpful at all as it says that they need to phone the customer service and one of the customer service representative will assist them in fixing the problem or issue before they can log a fault case. In this regard I have called them and done as they have said by resetting the router and to no avail the router is not connected to the internet. The man Moses whom I spoke to said I will get my case number on the wats app, after doing everything he told me to do he said he logged the fault and I gave him my contact number so they could call me when the technician wants to come out. Once again nothing came through and I received no phone call. So I called the customer service again today and the lady who I spoke to advised me to get the case number on the phone as the wats app does not give any case number. She said I have to go through the whole process again to log a fault, please I can not afford to keep phoning and wasting my time and airtime for this every single day. When I do phone I always end up not getting any where to get a technician to call and come out to see the problem. How do you expect the people who rely on wats app as communication?

Please I need immediate assistance to this problem. I will not give 5 stars and I will share this story on social media if nothing happens.

Thank you