Network issues

I'm struggling with network since yesterday (07/05/24) I called in but the lady that i spoke to couldn't help me so she escalated the problem it's 24hours later i still gotten any feedback from rain so I called again and the lady i spoke to didn't even ask for my escalation reference number she just said as long as the issue has been escalated there's nothing she can do to help, i asked if it's ok if i can give her my escalation reference number to check if there's anything on the system but she still maintained that there's nothing she can do for me. Can someone please help me sort out this issue because really 2 days without network is not on. Escalation reference number is ***4