Unbelievably poor service

Our internet has been out since the 30th. Every time we phone the care line, we're on hold for 30+ mins, and then the answer we get about the problem is basically they'll get to it when they get to it. Nothing more. Are you going to fix the problem, or should I just move service providers? I'd also like to know where do I send the invoice for the 20gigs mobile data I've had to use since the 30th to work etc. Interesting how I'm still going to be billed for this WEEK that I've been struggling without internet! If you can at least answer your phones and give an ETA for when you'll fix the lines, it would be one thing, but this absolute disregard for customer service is appalling. I will insist on being refunded for the mobile data I've had to use!