Why are fibre companies so SH*T

This most probably government funded company doesnt even know how their own system work, their support is rude and would not let me speak to a manager, stone walling me saying this is the ISP's responsibility, last time I checked the ISP has another to do with the fibre line and the fibre boxes installed outside and inside my house, this is going another funded company who just waste space like telkom for the next 20 years and instead of improving. Will degrade at a slow pace when govt. funding falls away...