Hi, you need to call back and ask for some-one higher. I had the same problem a few months ago when the sunny coast was cut off. I phoned them and the young lady said that they would do something if I could not get there due to flood waters. As it was I did get there so I did not test them on it.
Try again as they can't do what they are doing. I sometimes think the flood is between their ears.
Good Luck.