Poor customer / technical support

I've been a loyal customer since 2018, no issues and always recommended RocketNet to friends and family. Until recently... I've been offline for 7 days! The first few days, apparently there was an issue relating to the fibre line which affected a few units at my complex. They even sent me a whole list of unit numbers that were affected. I checked with those people and their fibre was fine, so it seems like it was just me. Few days later it's apparently a different issue and Vumatel technicians are sent out to test the line and the line was fine, no issues, but i'm still without connectivity. Every time i chat to someone new, they take me through the same process i went through every single day before that: go to the IP address, reset router, send screen shots, only to have them say "it's a vumatel issue", "i see the issue still persists", "we will escalate". Surely if this was being escalated for the past 7 days, it should be resolved by now? how many escalations are needed before something is rectified? 20? 50? 100? the service I've been receiving is atrocious!