Vumatel unreliable and uncommunicative

I have a fibre product that runs on Vumatel infrastructure. This service appears to be very unreliable. Every few months, the service is down and then I am without connectivity for days. This is already poor service in my opinion, but what makes it worse is that there is zero communication from Vumatel. I have requested communication via my ISP without any response. I have also requested a response directly from Vumatel, also no response. They can never tell you why the service is interrupted or where my service request is in their system. This smacks or arrogance since Vumatel expects clients to simply wait until they eventually get around to restore the connection. This is once again very poor service. Is this related to the fact that they have a monopoly in the areas where they have installed infrastructure. If I could, I would have changed to another fibre infrastructure provider.