No Internet and VOX is not helping

Our internet is down. I am the account holder, but I am out of South Africa. My husband has logged a complaint. Vox helpline says that they don't recognize my cellphone number which is linked to my account. If this is the case, how is it that I receive SMS messages to the cellphone number my representative is giving them? COME ON VOX, TELL US HOW TO FIX THE PROBLEM!!!!!!!!!!!!!!!!!!!!! We have been without WiFi and internet for two days!!!!!!!!!!!!!!!!! Sort it out and actually help a frustrated customer. We pay our account on time every month, come to the party and actually be helpful.