Fibre line cancelled by Internet provider by mistake. 36 anxious hours.

I have re**** on Cool Ideas for internet coverage since 2019 and have been very satisfied. Until I woke up yesterday 25th April to discover I was not connected. I called customer services and was assisted by various agents who identified my fibre was down. Only 8 hrs later did one of the agents admit that Cool Ideas had cancelled my fibre line by mistake. I received follow up emails as my cell phone was also giving problems. Without connectivity I couldn't receive some of the emails. Eventually around 11am today, I asked for a manager and was called by Carmen, who listened as I explained again what had happened. She took charge and allowed me to hear from her on WhatAPP as I can't receive cell calls. A short while later at 2pm she made contact again to say that Metrofibre had connected me . I came home around 2.30pm and discovered that all was well. She even resolved a small technical concern by referring to her tech dept and she reverted to me to reassure me that there was no problem. Carmen seemed to get the process moving. She took appropriate actions to ensure that I was reassured and my anxiety was allayed by her sense of humour and her very infectious giggle! She followed through on her promises. I will definitely contact her if I'm every having a similar crisis again. I work from home and must have a reliable internet connection at all times. Early this am my phone ran out of data and I couldn't do anything until I was able to work from my daughter's internet supply. She is also a satisfied Cool Ideas Client. Carmen gave me confidence that she was in charge, and would have the problem resolved, easing my stress and anxiety.