Unresponsive to technical problems

Several messages have been sent via Twitter and the response everytime was they don't have available technicians and also waiting on feedback, from who I don't know.<br> My uncle had an operation and needed to be in contact with family members about his state of health.<br> My aunt has a mom in a wheelchair who, when she leaves home, can be contacted on the phone for any emergencies.<br> How serious are they about service delivery? <br> The reference numbers are: 42CWZ160715 and 38CWZ120615