Lack of communication from MWEB

So, I have not have internet connection since Monday 7th of November. I am aware that Vumatel has a fiber break in my area and they have trying to fix it. My reason for the this review is the lack of communication from my service provider which is MWEB. The time and money wasted calling into the call center to find out what is going on, only to be told that Vumatel is down could have been sorted by send a simple SMS to inform your customers that there is an issue. Why is MWEB not sending their customer communication?