No feedback or answers

Fibre is down since last week. Nobody can tell me when it will be back. I’ve been on the phone for almost 2 hours. First they said there is an outage in the area and they are fixing it. The “engineer” is supposed to give feedback but they don’t.Then I was told my router was the problem by a call centre agent. Bought a new one and now the problem is with a bulk upgrade. There is always a problem with the service but your debit orders are always fine. Consumers have to pay but we don’t even get what we pay for