Poor customer service

I resigned up with Webafrica a week ago, and my router shows loss of service, after trying numerous times waiting in queue for hours on end I was told they must log a fault of which it takes 72hrs, and that vumatel will be incontact with me. Today I tried to get hold of a agent of which it took 3 hours before a agent said hi, and then puts me through to another department of which I got no agent there and was sent a automated msg that my area has a outage of which it doesn't. I asked the agent my Pppoe no. So that my husband who is a technician can reset the router ourselves since we live in Delft which is a rough area and technicians don't always feel comfortable entering this place. And was asked why I need that I must wait for vumatel to get back to me. My fault reference is 320226. I need assistance please as I need the WiFi for work purposes. Please advise. As I cant get hold of anybody to help.