Excitel — fiber optic connection not working from 2 days

Address:

Sadh Nagar, Palam

So i have an excitel connection for quite sometime and it stopped working suddenly 2 days back. So i contacted the excitel customer care and told them about the problem. I was assured by them that it will be resolved within hours and at max 24 hours deadline. And now it has been more than 2 days and i have been contacting them within each 3-4 hours everyday and yet there hasn't been a single action been taken by them as off yet. I keep getting told that this is priority for them and they have assigned a team etc. And yet not even a single reset has been done from backend till now let alone if there is any big problem with connection.

So basically now they have stopped attending calls keep posting same message with ticket number and nothing is being done. I even asked them if they are not able to provide a fix they can take their connection and provide refund for the days remaining so that i can get a new connection from a better company. But there also they respond by saying we cannot refund your money and you have to wait for the connection to get fixed. So i don't understand if this isn't scam what is.