Down time every day and no service from call centre

I work from home and with rain I have downtime due to connectivity issues every day. I logged a call regarding the fact that I don't have the functionality on my dashboard to upgrade as per the FAQ. I received an email after 16 days stating that the call has been resolved and I must rate the service. What services? Later I received an email that explains to me exactly what I got from the FAQ. I still haven't received a reply on the call I logged regarding the connection issues I have. Looks like their turn around time is 16 days and not 48 hours as they promise so I will have to wait.

YOU WOULD NOT ACCEPT THIS LEVEL OF SERVICER FROM YOUR SERVICER PROVIDERS. WHY MUST I?