Poor customer service

For the past 3 months, I spent hours on the phone to try and sort out our internet and WIFI. Takes days for it to be sorted. Since last night after a power failure, our internet and wifi don't work. I logged it with the self service option, received a reference nr. Less than 2 hours later, received sms stating the fault is closed, but no phone call, neither was the fault attended. I phoned again, 20 minutes on the line. Spoke to Faith - told me there's no reference nr for the call.....no team leader to call me, unless I hold on longer so she can type out my entire complaint and then she will forward email.