Disappointed

Firstly. They install so fast. But they leave no information who the isp is. My connection is down I got Sadv to come they tell me there is an outage but confused because the neighbors is still working. I chat again I am told oh no your not with us your with a different isp. Right I contact fly.com wow no response just an automated email. To say I should contact WhatsApp. But I am still waiting my internet is off. My question is why is there a LOS light that is red on the router? I need help and the proper help.