No internet connection

I have not had internet connection for a full week now and I have not gotten any communication or whatsoever on what is going on. Apparently when I texted on Monday I was told there was a fibre outage till today no one has communicated with me. I was also told that I'm not gonna have an extension for the days lost but I payed and I'm using the wifi. The service is very bad and they are very rude. I have been doing follow ups and calling but despite that I am not getting help.