Frustrating service

This is the second time in a month that we have been down with Fibre due to routine maintenance from VUMATEL. The first time it took me days after the connection was back up to get my router working again. Now I am sitting with the same issue again. Everytime I have to give my entire story again and again to another service consultant. This is extremely frustrating. How come you cannot just call a person and speak to us over the phone - now I have to chat to you on whatsapp and keep giving the same story with the same details and the same pictures etc to every department. Very unuserfriendly....Frustrating .... thinking of moving providers, Really - this is ridiculous.