WORST customer service

Truly this ISP deserves a negative rating if it were possible. My interactions with them have been nothing short of subpar at best. My router's LOS light was red, following which I called Supersonic and they said that they need to escalate it to the fibre provider as the issue doesn't lie with them. I waited for hours for them to get back to me and nothing, I followed up with them hour after hour and I was informed that their maintenance manager is busy and will get back to me. I called the fibre provider myself gave them the ticket/case number and they informed me that Supersonic hadn't logged anything with them. I then logged a fault and asked for a technician to come through which would only happen the following day. The fibre provider sent a tech at this point I had been without internet for 24 hours, the tech then informed me that they needed to run an entirely new fibre line as there was a fault, mind you at this point Supersonic still hadn't logged anything with them. 48 hours later I had to get a company out to run a new fibre line and they came. Supersonic called me to tell me they haven't gotten through to the fibre company, which I found amusing given that they answered my call two days prior on the 2nd ring, Velo (a representative at Supersonic) then told me that they are aware of my downtime and he will call me back in a few hours with a resolution, I'm still awaiting this resolution call after 21 hours, I'm pretty sure the rapture will happen before I receive a resolution call from Supersonic and their lackluster team. Had I not contacted a fibre maintenance company myself I'd still be experiencing downtime and I work from home something Supersonic couldn't be bothered with. Absolutely the WORST customer experience.