Bad bad bad bad Customer Support

I do have a yaclick satelite wifi from Vox. Since last week Thursday, 14 October 2021 I have no wifi connection. I logged a ticket with them. It was discovered that my profile got wiped from the rooter due to loadshedding, so I was told. I explained that I do not have my personal laptop with me to download some software so that they can fixed it remotely. I only have my work laptop with me and it blocked. I cannot download anything. I was told that they can assign some tech support to come an assist me onsite. I have send a couple of emails asking for feedback, but I do not get any response. How long does it take to assign someone or at-least send me some sort of reply. It not that I’m not a paying customer or that my account is not paid up. Right now I’m very disappointed by how you treat me as your customer. I hope that I will get a response now, because why must one to such extremes and write bad reviews before getting services or attention.