Sonic Telecoms Internet Black Out - Communication and Service

On Friday evening 31 January 2020, about 22h45 internet connection was lost, which eventually lasted until Saturday afternoon about 12h00. Needless to say Sonic's Facebook page almost exploded as a result as they don't provide a 24hour support service and their first response was only received after 08h00 on Saturday morning 01 February 2020. In the mean time neither their email support or their Whatts App support provided any feedback until very much later on the Saturday as well. Then on Sunday morning 02 February the internet connection was lost again and needless to say Sonic's Facebook page again exploded from unhappy customers demanding to know what is causing it etc. No detailed feedback other than an excuse that it was beyond their control, something to the effect of their upstream provider which is at fault was provided. Then all of a sudden about a hour or so later they decided to discontinue their Facebook page comments, as they presumable couldn't stomach all the negative feedback they received from justifiably irrrate and unhappy customers. Honestly being with Sonic for over 5yrs on wireless internet at first, this was the first time since I switched to Fibre with them on July 2019, that such an outage occurred, hence my personal experience is perhaps much better than some of the other customers who voiced their unhappiness on FB of course. But the manner in which they handled this crisis (which was a massive one, the biggest I've personally experienced during a 5yr period) was not good at all. Sonic will have to seriously consider providing a 24hour service and subsequently train their support staff how to react to such issues by responding to their customers immediately via their email and Whatts App support options. Not every one is on Facebook and clearly they didn't like the negative response on their page, hence the comments were discontinued, but what do you expect if you don't react promptly to the customer's concerns when such a huge outage occurs. So time will tell if they are able or willing to provide a 24 hours service in the light of the vast amount of money one spends on internet services per month, which would be a good starting point for sure.