As a broadcast engineer with a background in such things, I can say it is not unusual for one or more panel antennas on a cell site to fail. The site will then stop working or work poorly in those directions. The remote monitoring should alert the provider that there is an issue, but the critical word is "should".
There are failures that may not be remotely reported, and there may also be no one looking at the monitoring.
The squeaking wheel gets the oil. Call their trouble number early, call it often! Also, if getting nowhere, ask (tell) them to escalate your complaint.
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