Whilst it's frustrating for sure it depends on what the fault is as to how long it takes, how much money you pay will have no impact here.
Let's say for instance some utility company was digging to repair a water main and in doing so also cut straight through a VM backhaul fibre link. One VM then have to find out about the fault and arrange visits to it once they do know. They would then need to look into repairing it, which depends on the severity. If it has been completely taken out, it needs a new fibre run putting it. The prep and paperwork for this is no small thing and can take time to sort and arrange, especially as to dig up the road even more to fix they need permission from the council.
Out of interest, did they tell you what the cause of the fault was?
in relation to answering your question, you need to read my posts on the issue.
People tend not to trawl these boards looking for multiple threads by a poster on the same issue. Keep all of the info in one thread to help people follow the story.
-------------------- Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.