Vodacom fibre poor service in a monopoly environment

I live in an estate in Raslouw, where the only fibre option we have is Vodacom. In this day and age a nice monopoly. Service delivery is up and down to the various users in the estate, judging from the comments on our WhatsApp group. I have been fortunate, maybe, as I had a stable service for some time. That is until my service stopped on Sunday night. A call was logged on Monday and after the line and modem was tested remotely, escalated to have a technician look at the matter. Call to be resolved 24 to 48 hours. I am now in day 3 of not having connectivity, that in a work from home environment, and have yet had anyone attend to the call. I have today spend at least 2 hours on the phone trying to resolve this only to be told at 4pm that it will take another 24 hours. They cannot understand my problem as an e-mail was send to me at 11am to inform me that the call has been escalated to a technician. Maybe I do not understand the process, but does an e-mail stop the clock on the timer and start a new timer? Vodacom knows they are the only provider in the estate and we only have more expensive wireless options available and therefor we have to accept what we get. We are living in times where work from home is the norm. I am a senior executive and need to be online and in teams meetings all day. We have extremely poor mobile coverage, so making use of data cards is not an option and is very expensive. I have always been a big Vodacom suporter and have all my private lines with them, but this is not acceptable for this organisation. No effort made to close the call, no effort to keep the client informed and then trying to make it a Nokia problem because the call has been escalated to them.