DFA no internet and no response

I have a customer that I do support for. Their Cape Town branch has been down for a week after a 50m fibre move in the same complex. Since the move, its gone from a working fibre to not working for over 7 days now. It is a shared service line, So DFA and Metro together supply the services. This morning, I logged a call on their online portals for feedback and all I got was an automated response but no updates. The link is still down. As an end user and the entity responsible for payment, we have no way or path to talk to the actual provider of the services. The Metro call log is all I have. Ticket 985990 and 988328, because theyare the receiver of the payments. The responce from DFA this morning: Dear Angus, Thank you for your email. We will attend to it as soon as possible. Sincerely, DFA

The DFA circuit number is : DFA01-GFC21-0007146 To conclude, if you are going to ask them to move a fibre, make sure you have alternative connectivity for a period longer than 7 days, or you will lose customers, sales and money like we are doing now.