Shocking Fiber technical Issues

Our fiber in the Sydenham area Of Johannesburg has been down since Tuesday. During this critical Period where we have three kids having to do schooling from home due to schools being closed and my wife working from home their response seems to have been very casual and keep either sending me thumbs up messages or saying that the technicians are working on it. This shouldn’t be happening, they don’t seem to make it a priority and we are struggling without fiber and having to layout huge money to buy data. They’ve said it’s an outside Problem and many other people in the area seem to have the issue, so fix it!! Why can the not understand the Importance of this?? Please help us