Home-Connect promises?

Last night @ 22:46pm my internet went down. I went to be thinking it should be back by morning. This morning @09:26 I logged an incident - S***. An agent did respond saying they are aware of no outages in the area. The reference was 349BRK150723 Then @ 10:46 am I got a call stating that they are working on it... Then at 13:30 I asked for an update via whatsapp. Same response, we are working on it. What is the SLA on outages, internet down???? I work from home and had to now at my expense pay the INFLATED data proces on the cell network to work? Home-Connect, what now.