Home-connect 3 different agents no clear direction

We have been a very good customer for years and pay R1100 a month. We used to love the service of home-connect and octotel until you need help. Our fiber box was placed on a gate instead of the wall. The gate is being fixed and the fiber box has broken. I logged a call at 830. 917418 call number. I had to insist on a call number as they did not want to log a call until they had done tests. I understand procedure however As much as me telling them that the fiber is broken at the source and sending photos, I have now dealt with 3 different agents and all is a different story and they work from home so I can’t talk to a manager and they are still within the call time. So who knows if a call has been logged to octotel for a technician to come out? I have sent emails to say there is no cell reception at home so there is no point calling me. It seems the contents of emails are ignored too.