Cool Ideas / Vumatel Link or fibre/ Wifibroken - unhappy with responses from both teams. Keep escalating but no change. Been 2 Weeks.

We are registered with Cool IDeas for fibre/ Wifi. Our line has been down since the 10/10. We were notified via sms that Vumatel was working on the line / fibre and this was hit hence the downtime. We waited as we thought this will be sorted promptly. We call both Vumatel and Cool Ideas to enquie when this will be sorted. Both were unaware at first. They logged the tickets once they checked. We called daily to inquire on the status and it will be sorted the next day. When asked the timelines they mentioned 24 hours from break. No response received so called back, on Vumatel they mentioned they closed the ticket as it was resolved. On a further interaction with them they also mentioned that the reason for the break is that they upgrading the line as it was too slow, which was new news. Cool ideas call centre placed their Team lead to call who was totally useless, the only thing he mentioned was that he will ESCALATE. It's been 2 weeks, what are they escalating if this is not fixed. Status today is still not resolved and they escalating. My husband and I are feeling helpless here. Cool ideas / Vumatel please can you get your act together, we are a customer and this service has been very dissapointing.