C fibre playing the blame game

On the 11th of November after loadshedding my internet was off. Lights on router showing red and I called c fibre about it.however note earlier they have sent me an email saying they will suspend my service due to non payment even though I pay each month and send them my proof of payment. They are blaming open service but all the lights are green on my fibre box and I ran a line test on openserve which confirmed all is correct. Everyone around using openserve don't have any issues it's only with me and cell c. Somewhere someone is lying here. Cause only my routers lights are red. I did the troubleshooting about rebooting and with the cable directly in my laptop still shows no internet. I need answers cause I'm paying for a service and there is no service I receive.