Shoddy service

Our fiber line went down Saturday morning. Called in and sat on hold for ages, it is now Monday morning have not received any follow up. I get that it is weekend but I was supposed to be working from home today because I have to look after my son due to the schools not being open yet, now I have to go into work with him because there is no Internet at home. What exactly am I paying R609 per month for? Do I get discount for the days our Internet has been off? ISP host is openserve. Reference number MWB***3