Disappointing service

My home wife has been down for almost 3 weeks now, I contacted web africa WhatsApp and all the consultants I speak to seem to not know how to assist me. My router has a malfunction that no one seem to understand. I have been told to switch it off and on again for it to work but it still isn’t working. A systems support ticket was created for me and then I was told to do the very same thing that doesn’t work, and they suddenly closed my ticket. I am not happy with the service, no technician has been sent to my aid. It’s just a constant struggle to get help from web africa.