Non existent service

My internet went down 7 days ago, I logged a ticket with my service provider SADV 6 days ago and a (Vumatel) technician came out over 24 hours later and diagnosed that the line between my block and their infrastructure was faulty. He said he could not reach his office and would get back to me the same day before he left our complex. It is now 4 days later and despite multiple follow-ups through various avenues I have not heard from a single soul. It must be said that there are some fantastic technicians working there (or at least there used to be), but other than this, the email support is extremely slow (takes days), and the helpline is useless - without fail (even when 2nd in the queue) I have ended up holding more than 20 minutes to reach a technician, and the line cuts so often, it seems to me this is clearly a tactic to stop people from reaching the support team. Useless company which used to be excellent (before Vumatel took over the infrastructure).