I also matter dont I?

Just slightly disappointed with your service. I am a tenant at a property - I am not the owner. I am however trying to HELP my owner with an internet issue we have been experiencing since Saturday. By issue - I mean we have NO INTERNET CONNECTIVITY. I cannot get a straight answer when contacting you via the whatsapp option (I chose to speak to an actual agent - who has now taken a full hour to respond again to my message) on why exactly the blue light is flashing since saturday on the fibre box inside my unit. I tried contacting your call center and they were not able to assist and therefore logged a call. All i would like to know, is why this service seems to volatile with yourselves? Why do we experience this every few months and are completely stranded until you decide to come and sort the issue out? My mother who lives down the road and also has fibre NEVER has these issue - yet here we are at 72 hours later and still no internet access. Can I just get a straight answer as to what causes this issue - I don't care that I am a tenant - I contribute towards the fibre and so I am requesting answers. Our references are ID 726834 & ID 726862.