Terrible service

There is a outage in my area, when I called in the consultants states it's an outage, which could be a damaged cable or some sort off issue, and it's the first call from my area, and it was one hour since the issue happened, now it's 5 hours and they still have not resloved it, it's terrible service for a service provider, I know how a services provider runs, if there is an outage it is sorted with an hour or 2 and it is mark as high priority not like what these guys are doing, they need to reimburse us