Poor poor service

My internet has been down since Friday the 14th of August, I reported the fault to the help desk who asked me to unplug my router, I followed their first line trouble shooting procedure even after I already explained to them that I did so prior to calling them and that the fault is on their side as my error message clearly state DNS Server not found. The agent advised that they would only be able to send a technician out to my house the following Monday, to which I responded that surely they have remote diagnostic and support tools to which she assured me they don't and I would have to wait. I received one email since then stating that a support call was logged and then nothing since then, even after repeated calls by me to them demanding an update on progress made. It is now Wednesday the 19th of August and I still have no resolution, except for a help desk agent telling me that I wasn't at home for the appointment with their technician yesterday. Needless to say no notification was sent to me via email, sms or telephone call and apparently they don't have a system that can prove that they contacted me, but the lady assured me they did....