Fibre down

I am without internet/ fiber for a1 week already. After numerious calls, and incorrectly resolved ticets thst is logged i am speechless. Bad sercice, friendly consultants, but the problem is not fixed. Told to replacevthe router, but the router is not even faulty. Will they deduct the period that i am without fibre from my monthly account. My son need internet to study for final exam. So he also suffered. What a bad experience!!!