Herotel - No feedback or communication

When there is a problem in our area, after you had to hold at least 10 minutes, you are simply being told it is being investigated. No managers are available and simply no answers or feedback. Normally we would have received a sms, but the last time they send a what's up, but if Herotel are down, how are we going go read the what's up? Lately it is just a matter of wait and see, your problem...