MTN can you please explain?

I had no connectivity via my home router for almost a week. I have been trying to get through to the MTN coverage team since then with no luck and finally managed to get through today after holding on for over 20 minutes only to be told that the tower that I’m connecting is not working. There’s been no communication whatsoever from MTN regarding this! When I asked when the issue will be fixed I was told that there is no ETA? So in essence I was told that I must pay for a service that I’m not getting? MTN can you please explain?