Hi @JV53 ,
For customers experiencing any issues with their service, we recommend the best thing to do first is check if there's an outage.
If there are no known outages in your area, you can proceed with the troubleshooting steps indicated on this link: Troubleshooting No Internet Connection
In your case, it appears that there's a line fault causing the issue. We can see that you have been in touch with one of our technical specialists who escalated this to our Engineering Team.
If there's a need for us to send a technician, you will be advised through SMS or phone call. Kindly await further updates within the day. Thank you.