Bad service

I have been a customer for a couple of years now but every time I have a problem it's a nightmare to get any help and it takes an eternity to get anything resolved, iupgraded my service in January 2019 still not resolved had more than 5 problems after, absolutely no assistance after 6pm though there operating hours say till 9pm, now it seems that my modem or line is foulty and the only answer I get is to take in my modem or be liable to pay R1300 if they send someone and they tell me it's not a foult from there side, ridiculous and the worst service I have ever had!!!