Telkom Secunda poor service delivery

I have a Telkom Wi-Fi router at home and since the 13th of January 2020 I have experienced Wi-Fi connection problems indicating no service bars on the device. I phoned Telkom from my Vodacom Service provider Cellphone on 15 January 2020 and was on the line in cue for almost 10min. After which I hung up without being helped because I can’t waist my available airtime. I guess there is allot of unhappy costumers if I have to hold for 10min without being helped. I then phoned a day after and eventually coming through to an operator and explained my situation I was then asked to perform a service check... Which come out negative I then had to remove my sim card from my Wi-Fi router, insert it into one of my phones and do a network search which also came out negative. I was then informed that I need to go in store to do a Sim swap because she suspects the fault to be with the sim card... (This phone call lasted for 27min) I then went in store Secunda, Mpumalanga branch) on the 17th January 2020 where I explained the situation to the guy sitting behind the desk... He then informed me that there is a tower failure in the area I am living in... Awesome!!! (Me being sarcastic) I asked him if he doesn't think that it would be in their costumer’s interest to know of the tower failure, he rep**** very arrogantly ''we don't know what tower services what customers'' ***? Then you send a message out to every person that pays for your service. Then I asked him if I will be reimbursed for the service I am paying for while the tower is down... He rep**** ''You will have to contact our billing department''. This guy had an answer for everything and is just shifting the blame... He does not know what might the estimate time be for fixing the tower, nothing. Never even apologizing for his company's poor service. I then asked him to request a dial back to my phone number so that the billing department can phone me instead of me spending more airtime on the incompetence of Telkom service, I received a call and asked the guy behind the desk to take the phone and explain why I should be reimbursed... which He reluctantly declined off-course. I then asked to see the manager, which he then calls after telling her his side of the story behind closed doors. She was kind and respectful and apologetic and we managed to solve the billing issue. My last words to the little arrogant clueless guy behind the desk is that, sometimes it is better to apologize then to shifting the blame all the time.