Internet broke down still waiting after 3 weeks.

My fibre internet broke down and I am waiting almost four weeks for MetroFibre to fix my internet.

The problem is the ethernet ports on my ONT are broken and critical parts of the home infrastructure require it. So this must get resolved as quickly as possible.

15 January I opened a ticket explaining that my ONT is broken. Of the four ethernet ports, 1 was dead and 2 did not want to issue an IP. I got an email I had to send photos proving this which I did.

I then called 23 January to get an update on the ticket. A lady answered. She saw nothing had been done and claimed that she then escalated the ticket.

I called again on 30 January I called again the one answering just disappeared. I called again and another lady answered. She said the ticket is most probably at the nok. I would get a call within that week. Nothing happened.

I called again on 2 February, and a guy answered. He claimed that nothing was done on the ticket yet. He said that the ticket is not even filled in completely yet, like which ports are broken and which are working.

Finally, I called on 8 February, and then only someone attempted to look at my ticket, and guess what, I got an invoice from 600 to 2000 for a faulty ONT. This after I have been waiting weeks for anyone to even look at my issue. Now MetroFibre wants me to pay. That is also after I had only wifi for almost an entire month which cost me 1260 per month. And that is with only one port.