Vumatel wont come solve a problem

I have been down for 3 weeks now due to a patching issue and my neighbours in number 6 being seen as me in unit 4. I have been trying to get Vumatel to come and look at the issue as I think my fibre box is not working. All I get is a consultant who phones then lets me explain my situation then does nothing about it. No time or date has been set with me and nothing is happening. What am I supposed to do when no one will help? pay for internet that I don't have?