No connection for days so far

I have been without a connection since 30/4/2020 and reported it to my ISP. They have logged a ticket and can't het a hold of Frogfoot. I have myself been trying to get a hold of them and no luck. Ticket numebr loaded was FF#574493 and a new one had to be loaded today FF#575661 as they have closed the 1st ticket without resolving anything. The only way to communicate with Frogfoot is on Facebook Messenger. They don't want to assist in any way even with the reference numbers. The "catch frase" that they use is contact your ISP. I have been contacting my ISP for 3 days now and the issue is not getting resolved. Explaining to them that my ISP is trying to contact them and not getting through does not seem to matter to them. We are in lockdown and trying to work from home. Without internet, this is not possible. My wife is a teacher and needs to give online classes. I have given the reference number on Facebook Messenger to then and they keep saying contact your ISP. Can't they just assist with the issue then it is over and done out of the workload???