Empty promise or useless departments?

I tried to set up my modem for over an hour with the help of an agent in a digital chat. Mind you, I have set up previous modems from other companies so I know how to do this. They claimed it was an issue on their side and will send a tech out to fix it. I then get a call, on Easter Sunday, about trying again with advanced tech support on the line while out of town and scheduled the call assisted set up for 9 pm later in the week. No phone call, no text, no email, nothing but evidently an empty promise or a useless department