No response from webafrica

We had our fibre installed a few years ago and immediately afterwards raised a concern that the installation was not done correctly as the cable was hanging from our wall with no pvc pipe or anything to protect it , no response was received and ticket was closed, today we had a huge hail storm and the cable got damaged , we are unable to get assistance from webafrica and no response on the web chat or mobile app, my partner and I both work from home and this is going to cause a huge issue for us. We need this sorted ASAP!!!