Metro Fibre Internet down and support team is not helping at all.

Good day, happy holidays. While everyone else is having a good time during this festive period enjoying streaming great festive movies and content as well as playing gaming tournaments. My family is having none of the above because my internet is has not been working since the 19th of December. I logged a call with the support team on the same day the 19th of December and issue is still not resolved. Whenever I call, I keep getting told that "the ticket has been escalated to the maintenance team and they will reach out to you." Metro Fibre is great when the internet is working but when its down, you are most likely to be on your own.