Worst Customer Service and zero problem solving!!

The worst customer service, the router replacement is non existent with this service provider, the account is stuck on check account before the payment is even due, I have had no internet for 10 days now, even logging calls and tickets every day and they keep saying on our side it shows active mam, on our side it shows the account is up to do date- I KNOW ITS UP TO DATE BUT NO ONE IS DOING SOMETHING ABOUT A UNIT REPLACEMENT!!!!!!! WORST WORST SERVICE!!!!!!!!!!!!!!