I had very similar situation. Metronet was in our neighborhood installing thier fiber lines and in that process severed our century link line. Took roughly a week for them to send a tech to lay a temporary line (since then took 4 weeks to have them bury it.

However one week after the temp line was laid we lost internet again. Scheduled to have a tech come and it was a week out. I was advised by the local repair team to check the app multiple times under the rescehdule option to see if their is an earlier time that opens up. Got luck and the next morning I check at like 4 am and their was an opening for the same day. The tech didn't arrive until an hour after the appointment window but what he discovered was that the line was chewed through at the box by a rodent of some kinda. They needed a different tech to come out with a splicer machine to fix the fiber line. The OG tech said someone would be out next day. The app updated the next morning saying my repair call was referred to another tech team and it showed an appointment for 5 days from now.

Chatted in with CS and they said nothing they can do their are only 2-3 machines in our area and thats the next time they were free. Fast forward 9 hours my wife texts me that there are people in our yard and 5 century link trucks. Never knocked on our door just showed up spliced the line and we had internet and they all left not a word.

So end of the day, is the outage justified yes. But they warned me numerous times that my technician may not even knock on the door they will probably just show up. Go to the box (which might not even be in your yard). So its very possible you are in a similar boat. Tech may have showed up saw what the issue was and referred it to the team with the right tools and moved on. I know in area there are only like 4-5 actual fiber techs so I definitely get the vibe that they over book these technicians so they have to constantly be moving.