Network/Signal issues

We have been having signal issues for the past 10 days, case was logged with reference no SMC/***, which I came to realise that it was resolved because the serving tower is operational. How is it operational if we are still experiencing network issues? I'm talking about the area where the are older people using MTN and their children working far can't reach them due to network issues. How do you resolve an incident logged without contacting the people who logged it to find out if all is well? Are not important clients since we stay in the rural areas? We need a resolution regarding this.