Metrofibre poor service

My service dropped completely at about 9pm on Xmas day. Immediately logged a service issue online. Called the next day, got through to Home Support. Logged a new ticket and was advised that they would call back. They called back, was informed service was indeed down. Received a ticket a while later requesting tech support to investigate. Called them at about 11h00 on 27 Dec, was advised that it was still with maintenance and they had not yet updated the ticket. Was advised to call later in the day as she was sure they would have assessed and updated the ticket by then. Called back at around 16h30, only to be informed that the ticket was still with maintenance and no progress had been made. In.other words, it had not been assessed and no service request had been logged with the subcontractor! More than 24 hours later! Asked about how long it would take, was told once maintenance assessed the ticket, they would log a call with the subcontractor who would then take 2 - 4 days (I assume working days) to correct the issue. Naturally, the next question is if I would be pro-rated for the days of in-service (assuming a 4-working day turnaround, I'm basically looking at 10 days with no service); I get told that there would be no pro-rata billing as long as the service provider corrects the issue within 2 - 4 working days of the call being logged (apparently these are the terms and conditions)! So tech support can take their own sweet time assessing a call, leave me without service for 6 - 10 days, and I still have to carry the cost! Completely unacceptable by MetroFibre! Not only am I expected to carry the cost of their tardiness, I also have to incur extra cost on buying data using one of our local, super-expensive TelCo's. Just a rotten approach to customer-service...