Lack of transparency, or just apathy towards clients?

I have had Vox internet for a number of years, and in general my interactions with them on technical issues have been good. However, a couple of days ago, we experienced a service interruption that lasted around 20 hours. I understand that breakdowns happen, but what I don't understand is the lack of information about what is going on. I called vox twice to find out about the connectivity ticket that I created, and in both cases I was told that vuma fibre to the area is down, and that they know about the problem. Understood, they are the only fibre provider, so if my internet is down and all my neighbours’ internet is down, I already knew Vuma lines were down. I'll take your word that vox reported the issue, so what is the problem. I understand there not being an answer 30 min after the interruption started, but 15 hours later you can still tell me Vox has no idea what the problem is.

What the support personnel told me is that the problem is not with Vox, it is with Vuma and they have no control over what Vuma does. This response was unsatisfactory because I was expecting more proactive communication, such as regular updates or at least an estimate of when the issue might be resolved. This gets to the heart of the matter. Every month I pay Vox for internet, I understand that their service is based on other service providers, but those are not my problem, I'm not paying them. If you are not providing the service that I've already paid for, I require an explanation of the cause, such as whether it’s a technical fault or an infrastructure issue, and an estimate of how long the problem will persist, even if it’s only an approximate timeline. How has this fallen off the menu of required service? Is this the level service I can expect of your competitors?