Shocking service time to move

My CFibre is down again and again I can get no assistance from the customer service centre. Please can someone help get service restored as I need it for my job. Twice in as many months is getting bad. I call the customer centre and it asks for a cell number which I don’t have as I only use fibre and if I put my ID number in it cuts me off. Come now you’ve just taken my monthly debit order so you got your money yet I have no service.