Poor service

Logged onto their portal via their app to lodge a fault on my father in laws internet as it's been down since Monday 04/02/2019. Received an sms with a ref number. Nothing happened thereafter. On the 06/02/2019 I phoned the call center and spoke to someone there regarding the matter. Said they are testing it fron their side but line isn't working or responding either so they will issue me with a new ref number and a technician will be sent out HOWEVER should the fault be in my premises then I will be liable for a call out fee. Hello!!!!! I am paying for a service which I am not receiving now you still end up telling me **** like that. ***** you for the remainder of 2019!!! I want a technician sent out to fix the line because I am paying for it, and then I want to be reimbursed for the period that my line has been down for. Because come end of the month then you want your money even though you haven't done jack to even deserve it. I am not retarded by randomly pressing the wrong buttons on the wifi router, let alone do I swop out random wires on the line which it is connect to. So how long do I get to wait this time round for this mess to be sorted out. Wake up and get going.