Supersonic internet connection unavailability

I have been calling Supersonic call center daily to unlock my router after relocation since the 29th of Nov to date and still do not have internet connection. On the 29th of Nov i was told to the account was unlocked, switch off the router and switch it back on after an hour and will work. I did as instructed and still did not have internet after an hour. Did the same on the 30th of Nov and the 31st of Nov. I called in again on the 1st of Nov and they said the tower in my area was down and they do not have an SLA in place for the tower.

This does not make sense to miss such an important detail (SLA) for the service you are providing to a customer. It is an inconvenience to the customer financially as one incurs double cost for internet connection. Now the customer is forced to purchase extra data while there is a subscription in place to cater for the same product.