Fibre sky link bad communication

We reside in Alveda, we have been online for 4days consecutively. No message, no email, no communication. For my husband who works from home this is not idle at all. We called on Monday to find out what’s the issue and they just read the coms sent that we didn’t receive. Number was verified yet still nothing received. But accounts statements and smses are delivered without fail.Will get credited for these days list in connection? Will we ever receive communication directly? What is the SLA on when this will be fixed?