Bad service provider

First of all when they connected me . They lifted up my paving and I had to have fix it myself. Wifi was off for 6 days due to an outage and 2 of their told agents told me I would be credited because if wifi is longer than 5 days off and if its back on I should speak to a agent. But the agent I spoke said its not so "terms and conditions ". Agent sent me a policy stating " If I damage it and they investigate. ******** case against me. I ask for policy about" outages " she could no produce it. And it was not the first outage , there was many but not 6 days long . They ask you fill in form with your details so that you can be notify of outages. But I was not notified.