More than 5 days without Internet, no technician in sight, WHY

Logged a complaint that my internet was down on Monday 25/11/24 @ 7:52 am, it is Saturday 30/11/24 and till now, my problem has not been resolved, no technician has been to my premises to asses the problem, have been phoning and following up on when the problem will be resolved but the only response is that the matter will be escalated. The 2 times that my line had to be replaced, a technician came to my premises within an hour or 2, so as soon as a problem arises that can benefit your pockets, the matter is priority, but when there is technical issues, it takes days on end to be resolved, 5 days without internet, 5 days not being able to send a technician to solve my problem, that is ridiculous, we pay our accounts every month as loyal customers, why not return the favor!!