How can I speak with a person?

I have been having outage issues for four days straight. After jumping through multiple hoops with the digital assistant I eventually see that other members have also been trying to report and outage and it appears in the outage map (would love to know how other succeed in reporting, as I keep getting stuck in an endless loop asking me to crawl on the floor and unplug things, even though I know it is an outage issue. I seem to get Internet and TV about a third of the time. It is resorted, then dropped, then restored then dropped. 

I need some answers to determine my next move.  It may be that the outage has been caused by construction on my street, or some other element, but Affinity has been aware of the challenges and "fixing" multiple times a day for four days. 

Now it appears a technician will arrive in the morning, which I suspect is also a waste of time, as this is a broader issue than just myself.  But how do I have an actual conversation to understand this issue?