The middle man is supposed to make things easier on the consumer

For the last couple of months my adsl line has been on and off. It takes the a week to repair it and I loose income due to this. Once again I had deadlines this week. On the 10th we were told 24 to 48 hours. It day 4, I still have not been able to meet my deadlines and they have yet to answer me on where I should submit my claim of the lost income.