Unrealistic Technicians

I do not understand how frogfoot operates in terms of dispatching technicians for issue resolution at 10 Cinnabar Street. I had a call from one of the agents at Frogfoot in regards to my fibre installation on Monday the 10th of May. After trying to remotely connect the router, he then noted that it had a fault and that a technician was dispatched. I was clear that a technician needs to call me 1st to confirm an appointment when I can be at the house for them to resolve. Yesterday the 11, I get a call from security that the technician has arrived. When I asked him how he can show up without an appointment, he said he had a 3 day SLA, and was never informed that he had to call for an appointment. When I informed him to come back on the 17thm he said that is outside his SLA. So what I would like to understand is how do they expect to gain entry to my house to resolve the issue, when I have a day job and not available to open for them at my house. Will the fault be resolved or not? As I am currently sitting without a router.