No customer service

I reported on Vox'es whatsapp app that my Fibre was not working. After 1 hour running in circles and the person talking to me on the other side not having a clue what was happening, he decided to log a call for a tech to come out. Next day Tech called me and asked if someone was home. I explained to him that I requested that they let me know in advance as we work and i would need to make a plan for someone to be home. He then said he wouldn't be able to help and would request another Tech to assist. 2 days later another Tech phoned me to ask if I was home. Explained AGAIN that they should phone before coming out so we can agree on data and time. This tech had attitude with me saying that it was the lady's work at the office and not his. Nevertheless, I phoned my wife to go home and meet him. He was there for only few minutes saying that he had to reload the mikrotik router. I got home hour or 2 later to find out internet was still dropping and even router restarted whole time. Phoned him and he said that he would need to change the Mikrotik router and that he would phone me the next morning. I had to phone him back again yesterday at 16:00 just to get attitude again from him saying that there was no stock and thats why he never phoned me back. Not my android box or even my laptop connects to the wifi. Phone connects but most of times shows no internet. So, my question is how was this tested if I mentioned to Tech to test these things. Now ticket is closed and Im waiting for someone that won't bother phoning to let me know what's happening. This is now the service we as customers pay for. Do I now have to go through same process on whatsapp to talk to someone for hour that does not an idea whats happening?