MWEB awol fibre solution

My MWEB home fibre has been down since the 23rd of April. I thought it would come back on hours after it malfunctioned. I reported it on the morning of the 25th. They sent someone on the 26th and they said they couldn't fix it and would send someone else the next day as they had a team assigned to work on the holiday of the 27th. Didn't make a noise when they did not pitch. Phoned on the 28th and I was assured they would escalate it. It's the 3rd of May and no resolution. How do I get charged an early termination penalty when I have breached no agreement??? I am paying for a service I am not getting.