This story so much reminded me of a similar episode I had many years ago when I was living in Frankfurt am Main. My issue was that I moved apartments, needed a new router for the new connection. Support thought that the router was faulty, and sent a new by mail. Turned out it was some faulty wiring was the root cause, but the whole episode was somewhere around 30 days, before I finally had a technician there to fix the issue in 15 minutes. But back to your headline - I live in South of Mexico now, and there are other types of issues here and also unexpected slowdowns/interruptions. Other issues also include power outages due to lightning etc. Other parts of the world has different issues :-)