FTTH down NATIONALLY for almost a whole day. Where is the Redundancy?

Come on guys, my fibre went down this morning at 10 already, and it is now 20:00, and I STILL have no Internet.

What makes THIS matter so serious to me is the fact that it is a P1, affecting customers on a NATIONAL level.

Normally, for something as big as this (A major incident affecting NATIONAL), you guys should have had redundancy (backup lines etc), PARTICULARLY since you guys practise ITIL.

What's more, at 13:10 I get an update SMS to say relevant personel are STILL ON ROUTE. That's over 3 hours and they're not even at site yet. I don't care who you are, but in anyone's book that is COMPLETELY UNACCEPTABLE, ESPECIALLY for a best practise company. Where are your SLAs?

Perhaps the problem rests with management, and new SDMs should be hired.

Just saying. today you have REALLY DISAPPOINTED me as a customer.