Bad service

Horrible service, we have a Nokia router and it's been 2 days now without network. No feedback provided when we call the support team we just been told to wait, what is it that we are waiting for.... at this moment when we search the router on our devices it doesn't even appear can we get an explanation of what is happening to our router we can't be spending so many days without network and just be told to wait and that is only when we call why is it that we not updated as to how far is the technical team on resolving this matter. This is so crazy you can't work like this no....