Full week without a telephone line.

Last Sunday morning (15th of February 2015) I noticed that my phone was dead. No dialtone. Nothing. After struggling for 2 days to get through to their 'HELP'-line. I was able to report this problem. I was given the following reference number (661cwk160215) and told it would take four days to fix. After four days nothing happened and I contacted them on their facebook page where I am repeatedly being told how sorry they are and they're looking into the problem. The funny thing is the techies' depot is 2 blocks away from my house. The telephone box is in my back yard and to date I have yet to see anybody climbing a ladder to inspect anything. The lack on their behalf to contact ME instead of me contacting THEM is absolutely shocking. Not to mention that I have to spend my valuable airtime on MY phone to beg them for help. Who is going to pay for my calls to them?