Why does it take so long

[#1]

Have a fault, rang and did online report.
What does this mean:
11:48pm, Tuesday 23 Sep 2014
Fault Type:No dial tone
Test Results:Test Result: Fail - Fault located between DP and customer apparatus (no appointment required) Description: FAULT - Dis one leg in Network
Fault Ref:TR0000003911707 / TR0000003911706
Estimated Resolution Time: -
Contact Details:07XXXXXXXXXXX
Validation keeps failing, when trouble report raised.
11:53am, Friday 26 Sep 2014
[internal]
Contacted SMC who advised no manual fault has been raised.
No indication that a request has been sent..
WLR3 line test continues to fail.
Test Result: Fail - Fault located between DP and customer apparatus (no appointment required)
Description: FAULT - Dis one leg in Network
Tried to raise fault again and worked this time.
I'm sorry for the delays with the repair of your phone service. The Openreach engineers report that they expect to check the line on 01/10/14
WHAT???? Over 1 week to check a connection in a box reported with its cover open!  Are they completely bonkers?  I could understand if there was a time required to repair, but this is to check the fault.  This is totally unacceptable service in modern technological days.  No wonder this country is having issues, when basic checking takes so long.

[#2]

Hi Taffyman,
I'm really sorry to hear about this.
This is partly attributed to our suppliers system's not properly receiving our fault report.
It shouldn't have taken this long, and it's rare when it does.
Hopefully it'll be the sooner side of the week.
Matty