Not very responsive, when will it be fixed?

My ftth Internet went down just before 8pm on Tuesday 28 Jan. I immediately logged a ticket using their online fault reporting system. I tied calling their call centre today, attempted using the online support options and updated my ticket today without a response. This evening (Wednesday 29 Jan) my wife eventually managed to speak to Thabang. He said that the fault was an area fault, but my neighbour service is working? I still have no solution and no expected resolution?