The Roof is On Fire
Successfully reaching customer service for your Internet provider when the problem is clearly not on your end is a little amusing. You let the representative go through all the steps, unplugging, rebooting, then you wonder if there is supposed to be smoke from the electrical panel with their name on it.
If you are going to be without service for an extended amount of time, it is wise to ask for a credit to your account for the time the service is down. It’s not every day that something like this happens, so your provider should be willing to help you out.