Also - whilst it's not "oficially" the case.

If the problem with service is a Telefonica "wire" and you're a Telefonica client - they generally throw resources at it till it's fixed. Might take a day or two depending on what happened. We had a 3 day outage here in December because somebody cut and stole 5 kilometres of wire from the trunk cable to where I work. But they fixed it first by routing via an Indian owned backbone - was a bit slow, but at least worked.

If it hits other suppliers customers - they generally get dealt with last and it may take a while if TF is not convinced it's their fault.

And it is often not TF's fault. In a previous "life" I had a client who used another "supplier" in Madrid centre. They run a business centre. It took two weeks before their supplier finally accepted it was their issue. Turned out to be a series of damaged routers. They steadfastly blamed Telefonica. It can seriously damage small businesses - it lost my client half of theirs.