Internet service

I have been with company for many years and have been happy until last month my internet went out the technician troubleshooting and told me to take the old box in . I received a new one everything went well until AUGUST 10TH It went out again had it troubleshooting again was told that a technician needs to come out the date they sent me was AUGUST 15 BETWEEN THE HOURS OF 8- 12 PM .NOBODY SHOWED . Called today AUgust 16 was told that no appointment was made and that a tech won't be able to come out until 8/21 . That's 11days without service . Which is ridiculous.  My handicap daughter is not handling this well.this is the worst experience I have had with this company.  I feel like I shouldn't be billed for service I didn't received. Signed disappointed