Not a happy client

Hi there, it seems that the only way to get attention and service is through complaining. My internet has been down dined 2pm. I tried calling but the only time you can speak to a person, is only if you’re a new client. It took over an hour and 20 minutes to get a response from an agent regarding why my internet is down. This is happening for the 2nd time in 2 months. I work from home and absolutely NEED Wi-Fi. This is completely unacceptable and why is it happening regularly now??