What did they say they needed to fix the issue, a rep on phone will sched a t/c but have no clue what is needed until the tech gets out. And if the tech states it is a line issue on road he may need another dept involved.
The dept that handles disconnections, at least in my region, are mon-sat 8am-7pm so calling in on a sunday you WILL get "call tomorrow". This IS actually accountability, the rep was insuring you speak with the correct dept to handle what you are requesting.
You stated the reps give excuse after excuse and offer no compensation for on time guarantee. You said they can't fix it today. Did the tech arrive late or not at all? Or is it he went out and couldn't fix for another reason. If he didn't arrive and the system shows he never went out then yes it qualifies for guarantee ((again in this region, yours may differ)), If the tech went out and was work needed he couldnt resolve at that time then you don't qualify for ontime guarantee but credits for days of service lost can still be applied.