Endless issues with support who dont seem to understand my issue

I have been struggling with an issue on my Vodacom fibre line for some time now. The support i get from their call center is appalling. When i do manage to speak to someone they don't understand my issue and ask me if my speed is fine and that to them seems to indicate that the line is okay.

I have around 10-15% packet loss. This makes the line quite unusable

I have attempted to show them that this loss does not occur within their network. They just refer me back to speed tests. Its extremely frustrating.

I have to constantly chase up for replies. I think the last time i heard from them was 7 days ago. I call them this morning explain my issue for the umpteenth time and they ask me to hold and then proceed to disconnect me. This has happened multiple times . I have asked for this issue to be escalated and that seems to be ignored.

I have spoken to so many different people who dont really care about helping me

One cannot believe the level of NON service that this company achieve

to top it all off, placed an order for a new contract phone last week and they sent me the wrong phone. Now i have to wait a ridiculous amount of time for that to be fixed also

how do you guys achieve such levels of incomitance?