Vumatel Arrogance

As far as I know, Vumatel has exclusive neighbourhood franchise for my suburb, Orange Grove. I have had no service for a full week and my ISP assumed it was an area outage as that is what Vumatel kept indicating. This is and was not true. Turns out Vumatel are replacing the old Zhome box with a Huawei one any I won't have service until this is done. I am now told by Vumatel that I may have no service for another week. So, currently i'm looking at 2 weeks with no service. WHY WAS VUMATEL NOT PROACTIVE IN REPLACING OLD BOXES? WHY DOES IT TAKE TWO WEEKS TO REPLACE A BOX? WHY IS THERE NOT EVEN THE FAINTEST APOLOGY FROM VUMATEL WHEN I CONTACT THEM. THEY JUST SAY IT IS WHAT IT IS, REPORT US TO WHOEVER U LIKE, IT WON'T MAKE A DIFFERENCE. WOW