How to contact during covid 19

I have been with ID since December. All was fine at 1st but now I have issues with my signal. I have been told there is a mast down near me. It has been down forever. Several times a week I cannot make or receive calls It is barely on 1 bar. This has been going on since January. I have taken my phone in to Samsung for repair and have had the sim changed too The last time was 12 days ago.  I asked for someone in complaints to contact me but have heard nothing. I understand you have closed your call centres due to  COVID 19 and understand.  However I  still need a phone that is working during this crisis. This is the only phone I have.  Is there anyone that can help.