Why is this normal

We logged our fault on Wednesday the 19th (35197) and it’s still not resolved , it’s been a circus . For the first 2 days we kept getting phone calls that the tech guy was outside , we went and checked every time , it turned out they were at other addresses resolving someone else’s line . Then we have had 2 techs rock up to “investigate “ on two separate days (because this has been going on for 5 days now ) and they don’t tell us they are here , they do nothing , say nothing and leave . We phone the call centre to say the line is still down and they tell us they will send a tech to investigate , what were the other guys doing if not investigating ? Where is the technical report on the problem and what they “worked on”. I say “worked on” because the one team **** to us and told us their shift ended at 2 (and they got there at 1:30 and left before 2) , we found out this was a lie . Every time we phone the call centre we get promised help and escalation , escalations only go to the techs and it’s more like a note than an escalation . How can a process be this broken in this day and age ? Customers have no recourse when SLA’s are broken and I’ll admit the call center agents have a wonderful script and they say they will be accountable but they never are (I’m sure it’s due to bad systems and process ). When does it become unacceptable to have this issue continue for 5 days ?!? Is this normal , is that why every staff member seems to be ok with this , because this is how every case goes ?!? If so be honest and tell people your service is ****py and it will take 7 days to fix .