No service- frustrating process to log a fault

Have a line fault. Waited on the phone for 20 min to get hold of someone on the 8th. Logged the fault. Called lunch time on the 9th and informed the fault has not been logged correctly the night before and asked for further info. Was not at home and asked what they needed. Wanted to know which lights are on the router. Got pictures and called them back, told can’t be assisted since I must be at home at the time of calling. Got my wife to call did trouble shooting and “logged a fault”. Called again this evening to follow up and informed the fault has not been reported to the upstream provider yet so they can’t give me a reference number. How hard is it to tell you guys your services are not working?