Bad service from Vumatel

We have only received terrible service from Vumatel since we joined. In this last month our fibre has gone down twice. The first time we logged a ticket and no one came for around 3 days, we luckily saw someone working on the neighbours fibre and we got them to help us fix the fibre. The guy who fixed our fibre told us that Vumatel gets contractors to help install fibre, and apparently these contractors pull out patched fibre of existing clients and patch the new clients fibre on that line, which in effect disconnects the current clients fibre. This has happened again now today (exactly the same problem). I phoned Vumatel and explained the problem, the lady on the phone eventually just disconnected the call without logging a ticket.