No fiber connection for 3 weeks and no response

My internet fiber went down on 23rd August. I have had no connection for 3 weeks. I have been **** to and now I am being ignored. No response to emails sent to Lee-Roy Joyce FTTH manager. When I call the help desk, I cannot get any answers. I am a paid up customer and have been charged for the month of September despite having no service since 23 August. I have submitted a complaint to ISPA. Shocking service