Rude employee - Fred Stevens and poor technical support

Have been trying to get technical assistance for downed fibre line for close to a week. I was referred by my ISP to contact them on a number that was given to me. Fred Stevens took the call, was extremely rude and stared to shout at me instructing me not to use this number. Regardless of whether it is a customer service number or ISP number this is unacceptable behaviour and tone to use with a customer. I still have not received technical support