Pathetic Service and still Useless

I've been struggling with connectivity (home fiber) for the past 3 weeks. The consultant stated that it seems like the modem needs to be replaced seeing that it's 6 years old this after being on hold for 1hour 40 minutes. This week again same issues, yesterday technical will call and I will need to perform test on a ***ing dead modem as there is only 1 light on and not the 3 for a normal working modem, but they did not call. This morning they again promised they will assist me at 19:00 in the evening as I am full time at the office, surprise no one called. I tried using their Chat service and was assisted an hour later by someone useless.