Same fault 3rd time now reporting.

Small business internet is down. i am reporting the same fault now for the 3rd time. Each time i get told there could be a 8-72 business hour wait to have the problem resolved. At 72 hours we receive a message that a technician have been to the address and the problem is resolved. No Technician have been on site, no problem solved and the fault needs to be logged again to start the process from the beginning. Average holding time has now been 40min.