Network down and the issue not attended for over 7 days.

Network down and issue not attended for over 7 days. The whatsapp help line keeps giving a new reference and they just say that they are attending to it. But what does attending to it mean when no one is coming out to see what the issue is for over 7 days???!!! Needless to say that we pay for the service in advance but we clearly paying for nothing because there is nothing delivered! This is my 2nd review withing 3 months because every second month we get this issue. This also affects our house only while our neighbors are fine, shouldn't this be dealt with as an urgent issue because it is clearly not a cable break???? I am so over this poor service!