ADSL out for 3 weeks & not resolved..... must pay continue paying and eventually maybe get a refund

My ADSL has been out for 3 weeks already. I've logged a call, but always get "They are busy with the problem/It's a bulk issue". On top of this, I must continue paying, or they disconnect me, and I must pay a re-connection fee. Once the issue has been resolved, then they will adjudicate if I can get a refund. They give poor service, and their system protects them..... and only penalise the customer. Unfortunately they have the monopoly on the ADSL infrastucture.... but that is changing, and I will go onto fiber ASAP.