Hotspot not possible because closed ticket

My Internet is not working since 3 days. It took 2 days till the technician came. The diagnose was that during construction work somebody has cut the cable 200 m away from my house. It would at least take 2 more days (best case) to be repaired. I asked the hotline for a hotspot and became the answer, that this is not possible, because my ticket is not closed. How can the ticket be closed when the problem still persists. Strange answer!

Do you think it is good customer service to leave a client for over a week without internet, without trying to support him?