Bad Customer Experience

My alarm had gone off about 3 times this month and i have had no call, I then called your call centre and arranged for a Tech to come out on the 20/10/17. It is now 17:00pm and no Tech has come out, I called in and i was told 30 to 40 mins and yet i had someone there the whole day who now needs to leave......Is there only 1 tech and why was i not contacted to say that he was late or is this the service that clients who have been with you'll for 5 years get