Weeks and weeks without any service

I have reported a line that is down on the 7th of December 2015, and after 2 weeks of waiting I have not received any service, no effort has been made thus far to get the line up and running. The service is unacceptable, and it's not the festive season yet. Does this mean that the line will only be fixed in 2016? And then we have to pay for this? This is pathetic service!