Bad customer support

We have had very slow internet for a month now. No support available except through WhatsApp. They ask us, the end-users, who are paying a large monthly fee, to perform technical tests and setup tasks which realistically they should do as the experts. They refuse to send someone out or escalate unless we perform these tests which to be clear I would do if I could - I cannot as we don't use Windows and the tests require a Windows machine. I have found their support staff helpful and responsive when they are available, but they haven't solved the issue and they frequently take very long or don't answer the WhatsApp support chat request. Also we always have to follow up with them - not once have we received any follow up from their side, if a ticket is logged it's up to you to try and find out if anyone's looked at the issue.

I don't expect that we will resolve this issue given the lack of progress and general unwillingness so far, and we fully intend to find another, probably equally terrible, service provider, but for what it's worth, if anyone's reading this, WebAfrica are not a great ISP and you should rather stay away.