Worried parent

I don't have internet since before 13:00 today. Please check what the problem could be a.s.a.p. My son is doing home schooling and is busy writing exams. Luckily I was at home and he managed to write his second paper at that time with my phone data. Imagine if I wasn't at home or had data on my phone, then he was going to fall the paper. I've called in around 16:00 and the person I spoke to said he'll reboot my router and call back at 16:15. He never called me back. I had to make another call for someone to log the ticket number. The call centre service is really ridiculous and this is not the first time I'm experiencing it. I always manage to the agents that my son is doing homeschooling, but it doesn't seem like they see the seriousness of it. Could you please address it with the guys.