MTN service - non-existing

Very disappointed with MTN currently handling the non-existing signal in the Renosterhoek area. My parents (and other families) stay on farms in that area (between Nelspruit and Sabie, Mpumalanga). They started reporting the problem on 8 December 2021. Due to them not having cellphone signal I've attempted to assist them because reporting the issue mean they have to travel about 20km to get signal to report the problem. This is now 3 weeks later. The problem upon query, is apparently a power supply issue. How is it possible that a power supply issue can not be resolved in 3 weeks? MTN indicates that they respond to complaints within 24hrs, I've reported the issue (via email) Tuesday shortly before 11, to date- no response. My reference number for the complaint I logged = #***. Before sending the email to the complaints department I've also phoned *** to report the issue telephonically, the lady that answered the phone could not locate the Renosterhoek area on your system, she also indicated that the Engineers are working on the problem but could not tell me why the problem can not be fixed and why it is 3 weeks later and still no signal. So my next question also would then be will these people that had no signal for 3 weeks be reimbursed somehow because they are paying for a service that they are not getting. Also should they need assistance in any way, they will not be able to request help. Does MTN not care about that, do they only want their subscribers to pay, this is actually breach of contract, both parties need to comply and currently it is only the subscribers that comply contractually.