infuriating automated phone system and lack of meaningful service updates

I had an absolutely terrible experience during a recent extended outage (3+ days). Your automated systems and app were only telling me that there was an a outage due to “extreme weather” in my area. Fair enough, but this was 36 hours or so after the storm and the skies were clear and dry. Surely you knew more than that by then. It was impossible to get through to a person via the app, website, or phone to find out any estimate on service restoration. I needed my internet for some important video calls and a service restoration estimate would have helped me make contingency plans. In fact, the automated systems tried hard to *prevent* me from talking to anyone. As soon as they identified there was an outage associated with my account they blocked me from connecting to an agent and would only let me sign up for text updates. I never received any texts with a status update (I signed up at three different numbers) even after my service was finally restored. Contrast this with PG&E (electric/gas utility). Their outage system gave me continual updates during and after the storm through various channels. I knew when the issue was still pending evaluation, once crews were on location, then when the issue was resolved. Critically, as soon as the problem was diagnosed they started giving estimates on the time to service restoration. Additionally, once the power had been out for 24 hours I was automatically (to my surprise) routed to a live person to make sure I had the best information they could provide given the long outage.  I’m fine with automated systems if they provide useful information — yours does not. I'd really like a credit for the lost service — a full month would be a nice gesture.  Tried to call again today to request this but was prevented from speaking to an agent because... wait for it... there's another active outage in my area!  Actually my service is up, but because the system detects an outage in my area I can't speak to an agent.  I guess that's one way to avoid resolving customer complaints -- just block them from talking to your agents!  More importantly, I’d like to hear from someone on your team about how you plan to improve your sharing of information and estimates during extended outages. I’ve been a long-time customer and have generally been happy with the service but I have actively been considering alternatives for the first time in a long time.  You know you're in trouble when your customer service is being compared unfavorably to an electric utility company.