Bad service from Herotel Potch

Very bad service, I phoned at 10:00, 10:15, 12:35 and again at 15:29. Just to tell me that they can only go out to look at the problem on the 28th (2 days later). Is this bad service normal or is there a bigger problem. The Porch students rely on this service to study and currently busy with exams. How can Herotel expect only after 5 hours for us to make another plan? If the person that the troubleshooting at 12 or even earlier contacted me … I could have made another plan. I know systems go down and fibre breaks … but I expect that we get be kept in the loop to make alternative plans. Spoke to management, no real help.