Internet no more. What’s the deal?

I’ve been with the company for a good 8/9 years and have never had complaints. However, I have now been without internet for over two days (mind you working from home), and now at the end of their ‘estimated’ resolution time, I am being told they do not know when the issue will be resolved and that it’s now contingent on a plethora of previously uncommunicated factors. I have requested that my subscription be pro rated, to which they say I must wait until the issue is resolved. I’m honestly not bothered about the technicalities and who did what where and when, I would just really appreciate it if my service could be restored.