Chronic Downtime and Zero Communication Regarding Ticket ***

I am extremely disappointed with the lack of service and professional accountability regarding a technical fault logged on March 25. We are now entering the fourth day of downtime with no resolution in sight.

While two sets of engineers have visited—the first for onsite testing and the second from the maintenance team on Friday, March 27—the process has been a failure in communication. The maintenance team departed yesterday afternoon without providing a status update, a diagnostic report, or an Estimated Time to Repair (ETR).

Furthermore, the telephonic support is non-existent. I have attempted to follow up with the Work Order department twice today, only to be left on hold for over 20 minutes each time without being answered.

As a professional working from home, this service failure has forced me to purchase external data (Fiber Time) out of pocket to remain operational. The lack of urgency and the complete breakdown in the feedback loop is unacceptable.

Desired Outcome: I require an immediate update on the technical status of Ticket *** and a confirmed timeline for restoration.