I need to speak to a Customer Service representative

Since my area has been experiencing a known service outage for the past three days, when I call customer service I am not allowed to be connected to a person.  At this point we are not sure the outage is still in the area or if there is something wrong with our modem or gateway.  We need to have it checks since our family works from home this service issue is costing us great difficulty.  We are trying to upgrade our Network with a Mesh WiFi set but cannot do that because the modem is not working/service outage for 3+ days.  Can we have help to figure out if our modem is working so when the outage is over we can connect the Mesh set to upgrade our home network.  Right now we are blindly waiting with no information on why and how long this outage will last.  Plus we are not sure if the outage is the problem or our modem.  We have never experienced an outage of 3+ days duration before.  Is this real?

{Edit personal information}