Incompetence or arrogance or both?

We have a holiday home in KZN that is in a company name that we use for business purposes and we have an internet contract with Vodacom. On 4 July a construction truck damaged the internet cable box positioned on the pavement outside our property. This is the second time it has been destroyed - the first time was on 15 April after the floods when a grader removing sand off the road broke the connection box. It took 6 weeks of phoning the call centre every day until a technician finally fixed it in May. The second break was on 4 July and once again I have been phoning the call centre every second day pleading to get it fixed and also to move the connection box to a better place where it won’t be damaged by vehicles parking on the pavement. All I get told by the call agents ( having had to repeat my story every time I phone) is that my request has been escalated (you would think by now that it would be with top management it’s been escalated so many times!) Despite been told on three occasions that a Nokia technician would be there on a scheduled day no one arrived. Once was on a Sunday and I had to pay someone to be at the house to wait for them. Again no one arrived, no apology or follow up from the technician. I was told on one occasion that a technician had arrived and that the client was ‘uncontactable’ which is not true as I keep my phone all the time in case Vodacom should phone. This has been going on for 6 weeks now and I can’t speak to anyone besides the call center agents who seem sympathetic but do nothing. I can’t speak to the Nokia technicians and the apathy and disrespect they have shown makes me wonder if it is incompetence or sheer arrogance. We have been loyal Vodacom customers for many years and don’t expect this level of service treatment from a private company who are still happily charging us for our wifi even though it’s been down for the past 6 weeks and who knows when they will get around to fixing it. It’s a shocker!