Technical support not very supportive

So, contacted technical support for assistance as the second time in 2 lightning storms the router has failed on us, understandable since the router is an IP20 device in a box that can't lock and has no rating to protect it from rain or anything never mind and surge protection. 55 minutes on the phone and no answer, no message to say tech support is not available and say at number 1 in the queue for almost 30 minutes of that time... My contact ends soon... Wish service was good enough that I didn't want to change, but this is poor in every level now... Useless