Our Fibre went off on Thursday

Our Fibre went off on Thursday. That evening we called and was on the phone for almost an hour. The lady went through all the steps that we already tried ie restarting and resetting. The only thing they did different was resetting in their end. I was send a ref number and an email that said correspondense will happen in 24hours. We got no feedback. Friday evening I called again and was on the line for 30min. This lady promised to escalate the ticket. It is 2 days later. No internet and no feedback. I also have experienced our 50mb line giving me at the most 20 mb when it was working. This is unacceptable.