Poor service provision - OPENSERVE

On two separate occasions, our wifi has dropped. On the first occasion due to cable theft, it took them 3 days to finally fix the fault, they claimed to have fixed it before that, but our wifi was still down and we would only be assisted the next day. Our wifi dropped again last night after a storm, from communication with nearby residents, we are the only house affected. We logged this last night and received confirmation from Level 7 early this morning that a ticket has been logged, it has been nearly 3 hours and Openserve has still not responded, I have been informed that it can take up to 72hrs for us to be assisted, therefore it will take another 3 days for them to fix the issue. WE ARE THE ONLY HOUSE AFFECTED! yet they still take their time. There is no number to call or a technician to speak to, all we have is an annoying bot that can't even assist or answer our questions. They are doing an upgrade on their system which involves customer feedback so we have received none as a result, you would think they would at least pick up a phone and communicate the plan of action to rectify the problem with our wifi, but they have not even done that. Poor poor service on their part. I am very annoyed. Our cameras work on our wifi and now our home is unprotected, if our alarm goes off we can't make any decisions without our eyes. Very disappointed in the service received from openserve at this stage.