SADV: Shockingly poor customer service

On the morning of 04 October, I reported a fault on my fiber service line to my service provider. I called them at lunchtime and again at 15h00. I had been advised that the fault was logged with SADV. I arrived home at 16h00 that day and found 3 workmen working on the connector box outside. None of them spoke or understood English and were unable to inform me what the problem was. Another technician arrived shortly thereafter and since he was fluent in English was able to explain to me that he had only received the call an hour before he was dispatched to my home. He advised that the issue was a minor technical problem that required a patch at the exchange, but since the exchange closes at 16h00 on a Friday the issue would only be resolved on Monday morning. On Monday 07 October, after numerous calls to my service provider, I was informed that the fault had been escalated to SADV. I called SADV and was informed that a technician would need to examine the infrastructure and that this would only be done on Tuesday morning. Technicians have already been on-site and have already identified the problem why is another site visit necessary? Other people in my area who were experiencing the same issue have already been attended to. Why is it so difficult to resolve my issue which is seemingly similar to the other people in my area? The lack of customer service, the indifference and the reluctance to sort out a simple issue is shocking. I have had no internet connection since Friday. My kids are in matric and are preparing for their final exams they have been unable to access their online resources. SADV, how do you justify this shocking lack of service delivery for an essential service?