Response to Fault Reporting

I logged an adsl sync service fault (Ref no: 1046CRK170215) on Tuesday, 17 February and was told by the CCC agent to expect a 4 to 24 hour turnaround time. I followed up 24 hrs later and after a 27 minute hold was told the status was the same i.e. logged, but that she would escalate it. After 48 hours I called the contact centre again and after holding for 46 minutes without speaking to an agent i gave up and tracked and escalated the fault progress online. The status remained as on day 1. Today, 20 February, the status remains as per logging of 17 February. This is unacceptable. Will I be permitted to deduct this downtime from my monthly line rental? it seems unlikely.