No service at MWEB

I changed to fibre from ADSL in September 2021. Vumatel installed the service and didn't close the DB. I reported it to Vumatel and Mweb.(ticked MWB***5) It's still open and full of water. My internet went down today 31/5/21 at 10 . I can't get hold of support for 3 hours. When I had ADSL they usually informed me that the service is down with a time lyne.