Vumatel wifi service is a big no no

My parents has been with vumatel wifi and pay on time yet when there is a problem there is either no way to contact them or you don't get a response at all. They never come out to check the problem as many neighbors are experiencing the same issue yet this is their response to... Mind u my parents are pensioners... The long awaited response "I am going to need to log a ticket for the Vuma technician to come out to your premises and check where the fault is lying and they will repair it. I would like to advise you that there could be a possible unnecessary call-out fee (UCOC) of between R1750 and R2200, depending on the FNO provider. Issued to you only if the damages are found on your premises. If damages were found outside of your premises, you will not be liable for that fee. There is a standard turnaround time for up to 3-6 working days, worst-case scenario, depending on the availability of the technicians. Do you accept the UCOC fee if you are liable for damages?" and if you do not agree no ticket is logged and you can forget about receiving help. Pathetic I tell you