Fibre outage still unresolved after 6 days

Update on my previous: My fibre line has now been down for 6 days. I initially waited a day before reporting it, expecting it would be resolved, but when it wasn’t, I logged a support ticket on Friday and followed up again on Saturday and Sunday due to receiving no response.

The problem is a fibre line fault. The LOS light on my router is showing a red light, and I was informed by customer service on Monday that this indicates a fibre line issue that requires a technician and is not something a customer can fix.

Since logging the ticket, I have sent multiple emails and followed up, but there has been no resolution and no clear communication on when a technician will be sent.

I even arranged for a parent to be at home in case a technician was scheduled, as I work remotely and spend my day in continuous video calls. I have explained multiple times to customer service that I cannot reliably take phone calls during working hours and requested communication via email.

Despite this, customer service agents are making phone calls, then reporting that they could not get through to the customer (me), and are no longer providing any alternative communication, such as email, which they previously used to do.

This is a way for them to avoid doing their job, as resolution is being made dependent on whether I can answer phone calls during working hours, while I work from home in continuous video meetings and cannot reliably take calls.

No technician has been sent, and the issue remains unresolved.

At this point, I am simply asking for transparency and a realistic timeline. As a customer, I expect communication and accountability, even if the issue involves third-party infrastructure.

I will update this review again once the issue is resolved.