Vodacom fiber technicians

Hi, am writing this on behalf of my mother, I broke a cable connection on her WiFi, Phoned the help center, got a reference no. So far no problem. 48 hours later, we have spoken to numerous call center agents (all extremely helpful) taken numerous photos of said cable. Did video link to call center regarding said cable and box, that they installed, and should be on record, tech phones, wants another video, mother has now run out of data. No further response. Is this the post instillation service that Vodacom give us?