Paid Fiber Connection down

It has been the 5th day since fiber connection issue was reported,to datetime no feedback electronically as well as telephonically,I followed up all reply I can get is they will escalate,as soon as the 3rd party vuma acknowledge the ticket then I can followup directly,This is very annoyed to wait for a day which I don't know for acknowledgment of the ticket created 4day ago...the can lead to another number of days....I'm paying to utilize an active service and is not that the service is free I'm utilizing.For more than 10yrs with Vodacom I never ever experienced such a service as bad as this one nor with other service providers