No service for 10 days

On the 17th of October our Fibre services were cut off and we were told there was maintenance happening. About 2 days later the neighbors were able to use their wifi again but ours was still down. I sent and email and messaged their Facebook page and received no response so I called on friday the 21st October, I was told that it should be back up by 5pm that same day. It is now 25th October and we still have no network, I received a response yesterday on email saying it has been logged with technicians. So it is currently 10 days with absolutely not wifi and yet I still got billed the full price and I'm still not sure how this is going to get fixed or how much longer this is going to take.