Bad service

Bad service Wifi Router is out of order ( no internet accesses) I received my Ref no As per the consultant there is a turnaround time of 72 hours I have been waiting to more than 5 days for a technician to come out Today I phone again because the problem is still not sorted out , Now they say there is now Turn around time And the technician did not yet approve the job card ???? How is this possible They advertise on how great deal they can give you and great support and this Is what you get ????