Dissatisfied at communication methods used as it is not helpful

Whenever there are outages, it is never shared. The only way of communicating with them is through whatsapp, which is not reliable at all. Their self-help options do not cater for all the users questions. One such instance is that I recently acquired a new router that need to be set up as primary. Nowhere on their site or the whatsapp chat does it cater for this and neither does their live agents via whatsapp. I need someone to give me a call and assist me or I would be forced to change service providers.