Fixing faults takes forever. Poor service

Heavy rain damaged my connection because the cable pass though my tree. Wit the tree shaking when windy, the cable get damaged. Logged a call with them on Sunday the 28 Jan. Today is the 1 Jan. I had to wait for two days for someone to come and have a look. Then they said they will come again in 3 days time. My biggest frustration is is the communication method. They keep sending do not reply emails every morning RE escalations. This is not helping me because i am without the internet. I had to cancel my data deals with My Internet service provider. I work from home and i need internet more than anything. I am now paying a lot of money on prepaid data. Your service is poor. There is no way to follow up on the logged faults, The chatBot keep on rejecting the fault reference number. Please improve how you handle the faults because your line is very prone to damages.