Power Line down ... tech arrives without a bucket truck and reschedules

A tall truck ripped our AT&T line from the main lines on the street. I call on Friday, and AT&T Support said they couldn't send a tech until late today (Monday). I explained that the wires are ripped from the power poles asked if the tech could do that. She said yes. OK, so we're disconnected for the weekend. 

Today the tech arrives on time, but immediately says he has to reschedule because he doesn't have a bucket truck. They will get someone tomorrow, but I'm somewhat peeved that the information to get up to the wires wasn't passed on and created a delay and a wasted service call. How can this be avoided, or will the support never take the word of a customer and require someone to come out and declare, "Yep, the lines are down like the customer said and we need a bucket truck to come out on another service call." 

I can live with this, but it is so avoidable. I could upload pictures if they wanted.