Business phone over fibre not working - need re-programming help!

Hi, I'm hoping a community manager sees this and can help me out.  My business uses Telus over fibre for our business phone.  It has not been working all day (both incoming and outgoing) and when I called tech support they told me that from their end, it also shows the line is not working and that the programming is completely missing.  I asked them if they could please reset the programming but the tech support said they are unable to do it from their end and need someone from the back end to do it.  Unfortunately they cannot give me an ETA on how long this will take but said it's typical to take up to 24 hours.  Can a community manager please help me escalate this issue?  It is severely impacting my business especially it being the end of year which is my busiest time, I have a case number if that helps.  Thank you!