Internet down since Wednesday

I have been waiting for you guys to fix my internet connection since WEDNESDAY. IT IS NOW FRIDAY. I am so irate and very frustrated by the lack of communication. You keep sending communication that you are aware that there is a problem but there is no turnaround time or explanation of what is going on. This is extremely frustrating. When I call, I’m told that the matter is being escalated. I have been understanding and calm but now I’m extremely irate. What is going on?