Service has been out for 5 hours and we still can't get an estimated time to repair.
That usually means one of two things:
They haven't found the root cause of the outage, OR
They haven't found the edges of the outage area..
It's difficult to predict what time repairs will be done when you know neither the size or scope of the problem.
Outside of natural disasters like Flood, Hurricanes, Tornadoes, etc, a standard outage is guaranteed to be cleared up within 24 hours, however our current average turnaround for a standard outage is approximately 6 hours. Phone/chat agents are typically not provided with info about what caused the outage and when it will be restored, that is all handled on the tech ops/engineering side, so we are typically unable to provide an estimated time of repair unless it is listed as a Planned Maintenance outage, in which case we should be able to locate the estimated start and finish time of the maintenance.