No Internet for 3 Days

My apartment has not had internet in 3 days. As a hybrid worker, this is extremely detrimental for me. I live in a building with many students, who I assume are also struggling.

I understand that as an outage, it’s hard to give an estimate for when work will be done, but when I get an automated text that your team is ‘working through the night’ and zero other updates, it’s hard to have faith any work is truly being done.

All I want are two things:

1. Solid confirmation that this is an issue with my area, not my specific unit. Any response I’ve gotten with your chat has not been specific enough. I need to know if I need something like a new router or just to wait.

2. An estimate of how long this outage will last. Just like? Two days. Two weeks. Six hours. Just something. This lack of communication has me considering cancelling my payments, because what have I been paying for the last few days? No internet and no communication beyond chatbots and templated responses from workers?

I’m not trying to be unreasonable, I understand that there’s company policy and procedure and that the individual employees are doing the best they can but I’m almost begging a real person to respond non-templated because right now, I don’t even have real confirmation a person, and not just a software with automation, knows about this issue/outage.