internet fiber connection has not been working for over 5 days now

My home internet fiber connection has not been working for over 5 days now. Logged a query through their mobile app, no response. tried to call the technical assistance line and its always busy putting me on hold for over 30mins! Does Mweb really expects me to pay for an internet that hasn't worked for a week! its ridiculous really especially for us who work from home and depend on internet.