Not listening to the customer

I have a 50Mb fibre line, after an outage my speed is 1Mbps i have troubleshooted with Supersonic and everytime the phone cuts out, everytime i call back i have to troubleshoot again, because they refuse to escalate the matter if there is no troublshooting, and this keeps costing me money as the phone keeps cutting out (not sure why) but why should i have to troubleshoot 3 times just because I am speaking to a different person, FIX MY ****ING INTERNET, it is that simple.