Vodacom Fibre Down

SR*** we called for an update and were advised nothing can be done for 72 hours, it has been 72 hours without internet and still no reply, we are getting the same update that it has been escalated. Can we get an update immediately please as this has been a really huge inconvenience to us. Agents do not want to transfer calls to anyone senior. We are told about holidays - there should still be support for such a huge company