5 days and waiting

I reported my internet connection as faulty on Monday via email. I phoned the call centre 5 times and every time I was holding on for more than 15 minutes before I had to let go of the call. On Tuesday I got through after 15 minutes and taken through the diagnostics. They determined he fault is probably at the outdoor antenna and promised to send a technician. I got a reference number. I phoned again on Wednesday and they could not find my reference number and had to give me a new reference number but once again promised the technicians will cal me at least to make an appointment. It never happened. It is now Saturday and I am still down. In the mean time I asked for an online login as my email address did not show up on the self-service portal. I did get it after a day, and when I logged in, I can see not trace of my reference numbers. Is this how a company who is serious about their customers, work and using untraceable systems? My confidence level has dropped suddenly.