Fibre line down

Our fx light on our cpe box has been off for the past month When we call and ask vuma to come and check they refuse and say everything is good on their side

When we log into the vumatel website and check our account it says there’s no service on our line.

I understand that call centre agents may not be able to fully help with the technical aspect

But I think its important that they at least try And listen to us when we say there’s something wrong. We wouldn’t wake up and lie about our fibre line not working ?