Internet Down 16 Hours and Counting

Initially Cox texted me a time frame for repair of about 4 hours but after that they only say that it is taking “a bit longer” with no further repair time estimate. What does it mean when Cox texts me that they’re working to restore my service. Do they literally have a technician physically present in my neighborhood working on the problem? My concern is that they’re working to find someone to fix the problem but haven’t actually dispatched a crew yet. I know that in my area they depend on third party technicians that they contract with and not necessarily Cox employees. I have been a Cox customer for 25 consecutive years. In the old days, Cox would have a crew dispatched almost immediately and most problems were resolved within a couple of hours.