Bad Service

No internet in the estate since yesterday morning. Called in twice and the agents said they could not log a call because it’s not and individual request because the entire estate is down. I asked for a reference for the call they could not give me that either. I called in this morning and a lady told me a called was logged yesterday after lunch. How is the that the call I made before 6pm yesterday could not pick up a call was logged and a SR number was created. I would expect more feedback when an entire estate is have connectivity issues and not just an individual. Until now there is no ETA as to when the technical team will be on site