No internet connection

For 29 June 2024 I don't have internet . On the 01 July 2024 called the consultant told me that the frogfoot cable was ****** and they are working on it he will put my number on push messages so I can get notifications and nothing happens on the 05 July 2024 I called again and I was told there is nothing wrong with fiber he tried to restart the router and failed " he assumed the problem is a router " he said I must buy I new router because the problem might be the router. None of fault that i logged where address or considered. Why have a platform for customers to log fault and u ignoring them. What annoys me is that after so many days without internet he is assuming not sure what is the problem. After buying a new router he will assume it's something else. I wonder all those days without internet home-connect will just assume payment.