No support

I have tried to get assistance with sorting out my connection problem to no avail. The only support option there is, is a bot that keeps telling me no agent is currently available. When I do eventually get connected to an agent they keep going over the same process of rebooting and checking login details on my router. I keep telling them it isn't successful and they simply keep repeating. Between each answer one has to sit and wait and there is no resolve. There is no support number to call and even the support e-mail I have had to guess at a desperate attempt to be assisted. How can it be that a loyal client of many years, never missing one beat with regards to the monthly fee, simply cannot get support when my internet is down? I work from home and I am 100% reliant on the internet to be able to make a living. How can I get support?