Fibre line down for 2 weeks and NO response to ISP issue logged

I had Openserve Fibre installed on 03 July 2018; but 2 weeks ago the Optical light on the Nokia modem turned from Green to Red, I contacted my ISP and they said everything looks fine on their side.

They logged an installation issue request 400ANK250718, and last Thursday a Telkom lady called me from ( ********** ) and asked if my Fibre is working - I said no. I haven't heard anything since...my Fibre it still not working.

I logged another request with my ISP and explained how someone got in touch, but they hadn't called back. The agent emailed stating the issue has been escalated to Openserve 2nd Level support. This was on Friday Jul 27 at 1:42 PM

I still haven't heard anything or received any instructions!