That is a beautifully written account and reminds me of my own experience, which is with a line fault. For some reason it seems that if anything occurs that is out of the ordinary, even just a mistake, then rather than being dealt with as a priority you slip to the bottom of the pile and face a really long wait.
In my case BT have needed to call in digging contractors three times. The first time it took 6 days for them to come. The next visit was after a further 12 days and the third visit will be 24 days thereafter, if it happens on schedule. One forms the impression of an increasing reluctance to take action, rather than an increasing urgency.