Pathetic service from support

Since Saturday my internet has been down. <br> First communication from support: do a speed test.<br> With no internet connection and unable to connect, I wonder how I should this?<br> Then the next response was that I need to change my router. Easy to say if one has thousands lying around to go buy a new router. I mentioned that I can log into on the router and change settings.<br> No one has actually told me what the hell is going on with the line itself and if there are any issues.<br> Rather pay and go the fiber route with some one else.<br> Rather cancel move on.