Web Africa worst service ever

My Uncle who is 74 years old has recently had fiber installed at his home. His had endless trouble with his connection. The first month which he paid for . the connection old work for a few days. The follow month his connection worked for a few days then stopped working and is still not working. He and myself had many webchat session with agents yet no resolution , going through the same troubleshooting scripted replies which do not work. We had a technician assist myself and my uncle yet no resolution. Today i asked to speak to a manager yet the agent wanted to go through the scripted tasks. I gave a ticket reference and it was closed. How do you close a ticket and not check with the client if it is working. I work in the IT service field and this is by far the worst service i have experienced. My uncle has to buy data just to chat with an agent yet his paid up front for his fiber connection which is not working.