Atrocious service, no idea if and when they will repair the fibre breakage

Our fibre cable from Herotel broke 4 days ago, we reported it immediately. Up to now I've been calling multiple times a day, the (friendly) helpdesk staff tell me the call is with the scheduling department. They then try to connect me, or they try to call the scheduling department themselves, and neither ever succeeds. So I'm without internet and I'm relying on this, since I work exclusively from home. Nobody comes back, I've got no idea of the status, no idea if anyone ever will come and fix it. There's no way to escalate this or speak to a manager. Their complaints email goes unanswered. This for a service that costs me 750 a month is absolutely atrocious.