Poor responce to faulty line

We are a veterinary clinic. In October our main, incoming line was faulty resulting in clients unable to reach us to arrange for their sick pets to be seen. Emergencies during the day and after hours were unable to be attended to. It took nearly two weeks and many, many hours on the phone to get the problem temporarily fixed. On Monday our line went dead again and despite reporting it immediatly we have yet to have this resolved or any feedback. It is now Wednesday. Despite the call centre acknowlaging that this is an emergency line the service has been unacceptably slow. My fault ref is 266CWZ231015