Stop putting the blame on your customers home-connect

wow what a way to put the blame on customers, after my internet is down for 20 minutes and nothing is wrong on the infrastructure they tell you, you need to reset and reconfigure you router, i have not changed any settings not even the wifi password. i tell her that how can it be my fault as its not connecting to their side, oh now i have a faulty router and its out of warranty but i have a 2 year contract with them, else you have to pay for the router and infrastructure, now she tells me its their property they will come get the router but wont replace it. i tell her there is nothing wrong with the router. oh she will log an intermittent problem.