Call centre agent not listening

Not for their internet connection, but call centre agent. Agent called me back at very inconvenient time after I was on hold earlier the day when I had time, but system just decideds it will call back. While I explained that the router is faulty - 1. Needs a hard restart, sometimes twice, to connect to my works VPN 2. It will ramdonly go off and come back on with ne other power issues on the plug (led lights give this away, especially at night when sleeping. Agent said hold on - I notice my internet went out and I lost all my online work as they decided to restart it their end without notification and wehen I confront them to say I just want a replacement router, she went silent for 2 minutes and then just hung up on me.