NO SERVICE !!!!

We have been without fibre now for almost a week and no response of feedback from them. I know they are not the provider Vumatel is but whenever you contact them they just say that they cannot give us a timeline and they apologise. Dont pologise - get VUMATEL to work and resolve the problem!!! We still have to pay for a service which we cannot use at the moment or for almost a week now. Is this what we can expect going forward with VUMATEL as our provider? Then I will be moving to someone else. Now they say that I should contact them when the service is restored to request a refund for the days we have been without service? WTH???