Frustrated client

My internet has been down since Sunday (7/1/24). I tried to get hold of one of the agents at Webafrica since 15:30, and and agent only started assisting me at 17:46. After trying to assist me, she told me the chat is closing in an hour's time. How is that my problem if they were the ones who responded late? They keep on telling me that they are working on the problem, and that means that I am still not able to connect to anything because I don't have internet. This is not the first time that I've been struggling with Webafrica to fix a problem for me. Why can't they sort out whatever is wrong?