No Home Phone for elder parents Since Dec15, 2018

I am facing a problem now since 12/15/18..drove 8 hours to check to see why my elder parents have been without their home phone for almost a month and was told resolution would be 12/27. Mom is a heart patient and guess what number is associated with monitoring- home. Tried calling since 12/31 to call in getting the auto voice mail that the department is closed after a message stated 1/5/19 service will be restored to the area. By calling the wrong department I was able to get to the repair team and was given the same static response there is a problem and we are aware the area is out and we are working on it. This is a community of elder ones who many do not have a child who would continue to track down the lack of customer / community that is happening right now. As of this morning I attempted to check on my parents and the home phone just rings - good thing  I know there is a answer machine that picks up after 3 rings. In my conversations with those two Team Leads I have been able to get on the phone when I called from my work phone was told oh the phone bill will be adjusted based on the date the problem was reported - so what about those in the community who do not know what to ask.

The Team Lead I spoke to Jan 2 stated someone from the repair team would keep me posted and asked for a contact number - now this is Jan 6, 2019

Who can I talk to without going to the public step?