2 month issue trying to fix packetloss

Been calling vodacom fibre help for the past 2 months asking the same thing to fix the issue with the huge amount of packetloss we are receiving, always recieving the same response, "we have now escalated your issue", this is pathetic with the amount of times I have heard this from them. They just simply refuse to acknowledge the situation and have not even offered to send a technician even when we have requested them to come check the cabling and ports to make sure there's no packets getting lost and funny enough no response. Terrible service