Bad customer service

I reported a fault in my home fibre connection on the 19 May 2023 *** which was already off for a week. I was advised ETA was 48hours.I had already advised them that my neighbor is aIso experiencing the same problem as we are connected to one pole and She reported it. I received an email from Pumza Mtati on te 23 May that they are not able to attend to my ticket due to safety reasons such as hijackings in my area. I am loising out as i work from home now i have to rely on purchasing data for my pocket router in order to be able to work. Since then I have not heard anything from them and the Status still show open. I find this kind of service shocking and i have paid for something tha i cannot use.