Four days to restore internet and not resolved. WHY

From the 7/3/23my internet is down. Consultant called could not restore internet. Gave reference no. Problem not solved and message say resolved. On the 8 th and 9th took modem to the store and found username and password incorrectly set by consultant. Today lovely lady tried and could not rectify the internet. Now why had it taken four days and Telkom cannot set the internet as nothing is faulty with the modem.