NO INTERNET FOR OVER 2 WEEKS!!! Useless app and online service as well

I have had no internet for over 2 weeks. After phoning them I receiving a fault tracking reference. I was told to track my logged fault online or via the app. Both platforms are completely useless! Every single time I try to "query" my fault on the app, an error occurs. I tried this about 4 times on different occations and this happens every single time. When I try to track it online, after navigating on this not-so-user-friendly platform to the tracking section, clicking on the tracking link takes me right back to the home screen. What is this even?? I am SO frustrated!