Horrible internet service provider

Why is the service of vumatel to horrible.The internet is forever a problem your payments is made on time but the service is not.When the internet is down you guys don't give the money back for the days we are struggling to get the internet back on.They don't even give the people a warning that the internet will be down.I have had it with this service provider now .Just to get help you have to go through so much for answers and assistance.