No internet connection for more than 12 hours

I have a Wi-Fi connection with a Vumatel box. I have been off line since morning today. I have reported the fault with Vodacom around 08H00. No response and I called them again they gave me a reference number. I then called Vumatel around 19H00, Mpume told me that there is no network connection from my service provider since the 16 January 2020. I was not consulted or informed about this. My account is up to date. Why do I get such service and be expected to pay in full when I have lost more than 12 hours of no internet?