WiFi Connection

I have been with frogfoot for about 4 years now.I called them yesterday while at work trying to find out what's going on with my connectivity the lady I spoke with wanted my id number/my address/my foun number she was unable to locate me on the system I even asked if is she really working or did I call the wrong number.My wifi has been off since Thursday.Today Saturday the 6th iam home I called their machine is saying they only work five days a week which is understandable,but what about my connection am I supposed to Waite for Monday so that I can be connected.Please treat like the customers we are I really need my moneys worth.