Confused Vumatel Reps

I usually report my complaints here with Vumatel cause I get a quicker response. Today I called to report a fault on my router the cable came out. The first agent asked for an alternative number for someone who will be home when the technician comes out to check. I asked to hold sobI look up the number and she dropped me. The 2nd agent rudely said i need to call my service provider or I will stay with out internet there is nothing she can do for me. Same company 2 representatives different answers now what must I do?