Shocking service or better yet no service

I called as I have no access on 24 April 2020, 16.30. As soon as I called, I was first in line. I was first in line for 40mins and still, no one answered. Not the first time that my calls are not being answered then I sent an email and someone responds 5 days later to ask if there is still an issue. What's the point! At this stage, I am looking for a new ISP.