Only response to fibre line that is down, are lies and empty promises of feedback that never comes. Unacceptable!

Our Vodacom fibre line has been off since last week Thursday (today is day 7 with no internet). In the last 7 days they have - 1) Guided me to log tickets online, rather than through their call centre, only for me to find out later that tickets logged online don't get the same attention as tickets logged through the call centre. Aparently it is always better to call. That I find out on day 5, when I hadn't received any feedback on either of my two tickets. 2) Logged a third ticket through the call centre (for which I don't have the number), and wanted to put me in the back of the queue. That is 5 days after I logged my original ticket! So after I objected strongly to that, I did get a call back in about 30 minutes, from a person telling me they are escalating the ticket. 3) I have received numerous promises of feedback, but no actual feedback. I still don't know what is going on with my line or how long I will still be without internet, and why. 4) They flatly ignore any request for compensation in term of topping up my mobile contract (which has now been depleted) so that I can continue to work. 5) I have not been able to speak to anyone more senior than a call centre agent. Apparently the people with authority are never available.

As of now, I believe that everything I've been told so far are lies. I don't believe that my issue has been attended to at all. I don't believe that Vodacom has any desire to speedily restore my line. I believe that, because we refuse device upgrades that will require us to sign up for 12 or 24 months, we are now low priority customers, and they will attend to my issue whenever they feel like it. Which may be tomorrow, next week, or next month.

I am tired of fighting and out of ideas to try to get a response. I don't know what else I can do to get someone to level with me and tell me what is going on. If this review doesn't get a response other than another empty promise of feedback, the only route that remains open to me is to contact the ombudsman.