Terrible and Inconsistent service from Home-Connect

My internet fibre line has been down since Thursday 16th January. I was told that an agent will call me back but nobody did. I called again on Friday again then still no feedback. I went the entire weekend without a connection. On Monday, I was busy at work and couldn't take calls -- so I phoned back when I got home. I was told that I need to wait a further 3 days for someone from MetroFibre to sort the issue out.

This is not the first time that this has happened. I had the same issue around July last year. Last year somebody from MetroFibre interfered with our line and didn't connect us back. I had to wait a whole week before I got service again.

This is really unfair because I have to pay upfront for a service that I am not receiving.