No solution provided by customer service

I've logged my LTE wi-fi (MTN) being down with WebAfrica on Monday at 8am the first time: five days later I have logged the issues 3x times. Their communication to me, everytime I log it is that they've escalated it to MTN: this means it should have been escalated three times already. It is five business days later: no ETA, no wifi, no communication from WebAfrica unless I contact them and no replies when I ask what the problem is or when it will be solved.

Today, the 4th time that I logged the issue I was asked for the sim card serial number: surely if that was what the issue what the agents should have asked me about this on Monday already??

Really really tired of **** service: no communication to the customer, going around in circles, no feedback and NO solutions.