No service and solution since September and still no answer.

Our service has been down since the 20th of September despite the account being up to date and we have paid and been charged without a phone or fiber service since then. No one takes accountability of what and why this has happened and how would this be addressed. Services refers us to sales and sales to service. Anyone with ideas or suggestions or contacts that this can be raised since the normal channels yield no results. This after being a customer for 25 years. How is this in the interests of any consumer at all?