Turnaround times before escalation can be issued

Service regarding Fibre query!! I get told before I can escalate for someone to contact me to come out and see to the Fibre problem.... I get told I must wait for my 24-48 hr turnaround time from TIME OF QUERY LOGGED. Clearly I must wait to the last minute if that hour..... it just annoys me that you have to keep calling back, go through all call center options and still no real help... but business must suffer while you just keep buying data... but never fear I WILL STILL BE BILLED A FULL MONTH even if INTERNET is down for a week so far. Then they are all quick. Forgot money grows on trees!!!!!