7 Days No Internet - Red LOS Light Ignored - Cool Ideas Ticket #***

My fiber connection has been completely down for 7 consecutive days due to an isolated physical fault (solid red LOS light on the ONT). My neighbors have perfectly working connections, confirming this is an isolated line break or port issue on my property. I logged ticket #*** with Cool Ideas a week ago. Despite the standard FNO turnaround time being 24–48 hours, I have received no meaningful updates, and no field technician has been dispatched to resolve the issue. This total lack of urgency from Cool Ideas and the underlying infrastructure provider, MetroFibre, is completely unacceptable. I am paying for a service I cannot use while being forced to buy mobile data. I demand that Cool Ideas immediately escalate this to their MetroFibre Account Manager, provide me with a confirmed date and time for a technician dispatch, and issue a pro-rata credit to my account for the downtime.