Coolideas - No service

Had the unfortunate luck that there was maintenance required to be done on the pavement by (Eskom / City Water). Using their abundance of wisdom they decided that the fibre cable was not where they needed it to be and that moving it was required. This obviously broke the fibre line and we lost connectivity.

This happened on 22-03-2022 @8:55am.

Ticket was logged with Coolideas (#897939) to assist in getting Vumatel (isp702585) here to resolve the issue.

Today is 28-03-2022 @8:45 and there has been no action what so ever to get this resolved. We received a lot of communication from Coolideas to confirm if Vumatel has contacted us yet, only to answer: no. Then they escalate (whatever that means). We have had the escalation manager making numerous empty promises on getting possible workarounds in place or that they will come back with a possible solution... Still waiting, and waiting, and waiting...

I have also spent more than double the fibre line price on mobile data to ensure that I am able to supply support to my clients during this downtime period. If I am able to supply a solution to my clients, why cant a big company like Coolideas supply the service that we are paying for?

I need some assistance please, not sure who to contact to get this resolved.