Failing to replace a rooter

I paid for a service that im not enduring. Their rooter has problems the service light is of, a call was logged but the failing to allocate a technician to come replace the rooter. I am being told the manager who's supposed to delicate the urgent has left for home, while my call was logged yesterday already but up to now im not being assisted. Basically I have paid for a service that im not getting. Bear in mind in using that internet service to work as well. This is a total inconvenience im not happy with their service., I just feel I must get another service provider for my internet services. I used this one coz East on 82 works with surf4life their service is failing me