surf4life service is very poor

I am very disappointed with the service of Surf4Life, when you log a call for Wi-Fi issues they don't respond quickly to the issue. last month i reported an issue with my connectivity it took them a month to fix the problem and now I'm encountering the same problem again and now i called them and they don't know when the issue is going to be solved and if they dont know that means is going to take another month to fix the problem and mind you we have paid for the service.