Useless Service - Takes Forever to log a fault

Logged a ticket at 8:45 in the morning. Openserve needs to come and check / replace my fibre router. 7 hours later the technition phones me and sais he cannot help me as the ticket is still not converted into a fault. He cannot come to my house until the fault is logged. How long can it take to press a button to convert a ticket into a fault? The technition knows exactly what the issue is as i have explained to him the situation. My isp as also logged a ticket from there side. Useless service. You cant even phone them..