MDU wiring damage confirmed, case closed prematurely affecting disabled household

We've been dealing with our service constantly freezing or just dropping out completely. It's affecting everything—my internet, phone, and TV. To keep this from turning into a novel, here’s a quick rundown: 

We’ve had so many tech visits and equipment swaps, and it's been the same story every time. The service drops, they send someone out, and the tickets just get closed without a permanent fix. 

It took until July for a tech to find an actual damaged conduit with water damage outside our building. A repair was scheduled for mid-August. But come September, nobody showed up. I found out the hard way during a town infrastructure overhaul that our ticket was forgotten and still open. The guy who came out was a real pro, but after that, things just got worse, with our service dropping multiple times a day. 

The last tech who came out confirmed what my modem logs have been showing for weeks—all the T3 errors. He went to the cable under the building and confirmed it with his meter: three red errors in five seconds. He told us we'd need a special MDU tech to fix it; I don't know what that means, but that's what he said we need. 

So I called to check on the special case, and guess what? I was told the case number I was given couldn't be found and the case was closed. It's a dead end, and talking to regular reps is getting us nowhere. All I get is, "It's green on our end," or "We'll do an internal investigation."

This is more than just an inconvenience it’s a safety issue for my family, as we are disabled and need reliable access to 911. We pay for service that just doesn’t work, and being told to band-aid the problem with another service is not a solution.

If there's anyone on here who can help us get a permanent fix and get a senior team to care, we'd really appreciate it.