Feedback regarding fault logging & existing faults

Good day<br> <br> I logged a fault for my ADSL connection at home last month for intermittent service. This has now escalated to no service at all during working days which results in loss of production and increased travel costs on my side. The only way to get any feedback or a progress report on what is happening is if you contact the call centre directly, and the call centre agents can't give any feedback on the progress because that is what the technicians are responsible for. What do i need to do to get a hold of a technician who is working on the problem to advise me on what the progress is and to actually let me know on which days my ADSL connection will be offline so i can make other arrangements for work on those days? Or am i asking for too much? Contacting the call centre doesn't help at all because the only person that can answer your question is a technician. Please, can someone just let me know why it is so difficult to actually speak to someone who can give you REAL answers?