Terrible service and help

I am horrified at Mweb's service. My grandparents haven't had internet for a week and they have phoned the help line on multiple occasions to try and get the problem fixed. When I went to help them, I was told it was a national problem that Mweb was having with the modem. So what must they do now?? Will anyone tell them when it's fixed? Or give them an update? Come on - don't ignore them because they are elderly.