ADSL muckup

Our adsl internet line suddenly went for fast to snails pace. Upon inquiring from service provider the fault was traced to telcom line. We reported the sudden speed loss on Tuesday last week. We are working from home and work being internet related we had to deal with the issue very fast. after nearly an hour we eventually got a ref. no. On Wednesday a tech phoned to inquire about the speed readings we recorded. we were unable to supply it at that stage as we were driving. Since then our adsl line went dead. We spent at least 6 hours holding on for a tech that could help, but to no avail. My wife went to customer shop - response that they are aware of the problem and that someone would call us. They also said that we have a massive problem at the hub. We visited the customer centre 3 times. Today ( Monday) we was walking past the hub. Saw a technician I went into the premises and ask the tech if he could help.He promised to see what he could do. He phoned me and told be that the port has blown on our line but could not fix because head office had no ref no. How could that be, we had reported more than once. Nobody knew about problem - no ref no. Someone lie - got fixed but slow