Although not having internet access is frustrating, you need to keep in mind you pay for a residential service, if you chose to use it for business purposes that’s your choice , but makes your ‘problem’ no more important than someone who can’t check the weather forecast, as already indicated, business tariffs ( that cost more ) get a higher level of response , or for business critical situations, network resilience can be purchased, but this is expensive and aimed at business like Banks where outages could stop business operations .
The standard residential service level agreement,(SLA) is an aim to fix within 2 working days , the day of the report and weekends don’t count , obviously depending on what the problem is, some outages can take longer than 2 days to remedy ( roadworks cutting through cables for example ) , but it’s also possible that some faults are cleared before the 2 day window has expired , automatic compensation is paid for outages that exceed the SLA .
As stated it’s frustrating , but the network operator Openreach ( who are responsible for repairs etc ) earn around £0.50p a day from your ISP , a 2 day response and compensation per day that is more than 10 times the daily rate you actually pay, for 50p a day is pretty good .
If you noticed your service not working on Tuesday , and today is Friday , that’s not 5 days , its 4 , plus the day of the report (Tuesday ) doesn’t count towards the SLA , so Wednesday and Thursday were the target repair days , so putting it into perspective, your resolution is currently 1 day ‘late’ , hopefully it will be resolved today .
Obviously it would be preferable to know the nature of the problem to gauge how long the outage is likely to be
