Poor customer service!

I have had Vumatel for a number of years and had no reason to complain about their service until now. Their Internet speeds have been good and reliable. However, on the 24th March I damaged the fibre cable between the boundary wall and my house. I logged a support query with my ISP and I was surprised that on the same day a vumatel agent arrived at my house to inspect the damage. He indicated that a new fibre line needed to be installed and that Vumatel would be in contact to arrange an installation date/time. That evening the support query was closed by Vumatel and I received a survey to rate the service despite the fact that I still had no fibre access. On the 25th I phoned my ISP who indicated that the original support query was still open. On the 27th having had no contact yet with Vumatel I followed up with the ISP who indicated that the call had been closed. I relogged the support request and have tried everyday since then to escalate the query and repair my fibre cable. Aside from the 24th, I have had no contact with Vumatel and there is no way to escalate the query or to contact Vumatel other than through the ISP. Given that there is no other way to repair the fibre line other than using Vumatel it is incredibly frustrating that there is no way to contact them. I have left messages on their facebook site where they only indicate their operating hours in response. They have not even had the courtesy to make one phone call to discuss my problem and provide a date and time for repair. At least I could then make some plans. I work from home (as I am sure many people are now days) and internet connectivity is critical to my work. Being without it for over a week now is extremely difficult to manage. As a result, I would like to warn anyone considering using Vumatel to seriously reconsider and select another provider if possible. They are the most expensive fibre provider and there is no way to obtain support if required.