No ADSL for a Month but i have to pay the bill!!!

Hi, in short, i logged a call on the 11th of December 2017 for an intermittent internet connection problem (16CTK111217), 2 days after that, my internet died completely including my landline, i then let it be as it is December and people are on a go slow and are on holiday. On the 6th of Jan 2018 i chatted to the call center, the agent had told me that no one has been assigned to my call as yet, how can this be, its over 2 weeks since it was logged, the agent then said she will raise an escalation for me ( ********** ), which meant nothing at all to me, it is now the 10th of Jan 2018 and still, i have no service, yet i must pay for my monthly bill when i did not have any service? and this cost is not something one can just pass by, is this fair? i want a resolution.