Vox Fiber outages and service worse than Telkom

Complete internet outage for a day here and there. On Saturday reported another outage and contacted vox numerous times via email and phone, asked for phone back when queue was too long. For personal reasons we urgently needed the internet to be switched on and I communicated this via email. No one phone me back. A couple of times an operator put the phone down in my ear, again without phoning me back. Eventually got through by phoning repeatedly to someone late Saturday. Today, Monday 4PM the internet is still not working and after the first operator again put down the phone the second is offering an "escalation" where they will speak to octatel and will hear back within 3 days of what the next step is. Why did they not investigate on Saturday or one of the numerous other times I contacted them before Saturday? Why do I have to wait another 3 days? Never thought I'd say this but maybe Telkom wasn't that bad