Webafrica and metro fiber

I have been a customer of Webafrica for many years. my line then goes through Metrofiber. My internet went off on the 27th of December 2025. they came to diagnose the problem on the 28th. the technitian said its a simple cable replacement and it will be sorted out quickly. we are on the 12th of january and after speaking to mutiple people. The only thing i get is that the problem has been escalated. Apparently that's all web africa can do if you have a problem. They cant actually assist in anything else as they are third party. I find it a disgrace to take peoples money and not actually be able to do anything for your clients.