Internet not working for more than a month

I have spent more that 9 hours holding for the call center. We posted an online fault, and after two weeks were told the fault has been repaired but it was not. I have laid two more online complaints, but now I don't get a ref nr so I am unable to follow up. Internet has not been working for MORE than a month. The modem has either does not connect to the internet or it doesn't give an IP when a device needs to connect. We have already reported the problem and it still has not been repaired. We also expect a rebate.