Closed Fault although still faulty

I have a dead fixed line for almost a month now. I reported the issue (153CRK250715). A week later I it was escalated (717624). Later it was escalated again (725532). <br> <br> On the 9th of Aug. a technician phoned me and arranged an appointment for that morning. He never came and never cancelled our appointment. NO feedback.<br> <br> I phoned yesterday (13 Aug.), to follow up, and found that the original fault has been closed. I asked it to be reopened as it was NOT resolved. Instead they opened a new fault (672CRK130815)<br> <br> What the hell? This seriously breaks customer trust :-(