Paying for a full months service not intermittent service

My internet access is frequently down however my payments are never down. It is currently down and I have a varsity student dependent trying to do online lectures during this period. It is down for the second time in a week and last time it was off for more than a day, when it is on it is very slow most of the time. That is not what I pay for every month without fail even during lockdown when I was unable to earn money I made sure that my internet service was paid on time. I log a ticket and then get a generic response with a ticket number and when I try follow up on the ticket number I get an error message that the ticket could not be found.

What is going on?