Webafrica's total lack of communication and customer service

Two weeks ago we signed up with Webafrica. They were very quick (24 hours) to come set us up and install a router (which we didn't need because we had one) and we were pleased because we wanted everything to be up and running by the time we moved into our new home. My husband tested the speed and connectivity at our new place on day 1 and day 2 - it was perfect but on day 3 there was no internet - he thought it was a temporary issue, but when we moved in 5 days later, the internet was still down. We contacted them on the Saturday and spent the day troubleshooting. On Sunday, they told us the problem lies with Frogfoot. Not why it happened, not how long it's gonna take to fix. No other information given.

On Monday they told us it'll take 72 hours to get our issue sorted. Why? No response. My husband spend a whole 2 days requesting feedback, status updates but to no avail. On Tuesday, he asked who he could complain to and got an email address on Facebook. He sent the email Tuesday evening and got a live chat reference number as a response - that's it. No explanation.

I'm sure webafrica is working on the issue but I feel they need to communicate to us who've paid for a service, why this is happening, what is going on and why it's going to take so long, especially since it took them 24 hours to set up and install. We've paid pro rata in October and we've paid for a full month's service for November. For the 14 days we've been with them, we've had 12 days downtime and no one can tell us why and why we have to basically wait a while week to get it sorted.

Meanwhile, were forking out money on data and can't work from home, losing income in the process.