Vodacom Fibre connectivity issues

I lost my fibre connection on the 17th June, and logged a Service Request on the 18th June. since then I have phoned Vodacom almost every day for assistance, some of the service staff at least tried others promised to call me back and just never did. the SR was escalated a few time to their third line support, these people don't even bother to call you to try and assist. all they do is send me an SMS saying they have tried to get hold of me but I didn't answer my phone. I have no record on my call list of receiving a call from them. A year ago I had a similar problem that took a month to resolve. Finally today when I called the lady logged a call for a technician to come out and within 5 minutes of the technicians arrival the problem was resolved. My question is why did they not log this call weeks ago when they realized they could not resolve it online. It is just a frustrating process to get proper assistance, just shows that they do not value there customers and there is no urgency to try to resolve a SR there isn't even a number one can call to get assistance from management some of their staff try to assist but others just don't care. I have always been a happy Vodacom customer, but these issues with Vodacom fiber has left me disappointed and frustrated with them