Since monday we don't have connection in my house ,even last month we encountered the same problem for 2 consecutive weeks

Since monday we don't have connection in my house ,even last month we encountered the same problem for 2 consecutive weeks. They expect us to send a communication via WatsApp,after along hours awaiting response,they will send apology message for late response. Then you won't hear them anymore but when it comes to their payment, they don't forget the account number......last time they came after we nagging them to come and see the problem themselves.....it's very annoying to pay such a lot of money with no service The bot says it will refer me to a agent but I get no contact from the agent, all I get is a message saying it will put me through to the agent over and over without getting contacted by them