BAD BAD BAD SERVICE!!!

I have been sending messages for my fibre that’s been off since Sunday and I had no communication with whatsoever, today only they log a ticket and I should wait another 72 hours!! I could lose my job because I am working from home and besides that, I have never missed a payment or paid late on my account. The level of service I am receiving is beyond disappointing. I don’t know if I should scream/cry or do both. Why has no one come back to me since Sunday? The agent I spoke to now confirmed that my account is up to date and there is no outages in my area! I need answers because this is becoming a every month story.