Fibre broadband outage

Hi,
My fibre broadband is out since Tuesday morning at about 9.30 (having survived Ophelia). I logged the fault via the app on Tuesday evening and got an autoresponder telling me I'd be contacted within 2 days. Called yesterday, after seeing my area is not on the Eir list of affected areas, and got stuck in the automated menu. It eventually spat me out and sent me a text message with the link to the chat feature. I initiated a chat around 11am and just around 5pm the chat was interrupted without being answered. I started another one around 5.30 and it wasn't answered by 6.30 when I was leaving work. What gives? What does a body have to do to get an update?