missed appointments and agents ignoring chats

We had a tech appointment scheduled for yesterday (sunday) 5-7pm, the person never showed up.  I was told we would have priority and we scheduled today (monday) 10-12 but somewhere they decided to reschedule it for Wed with no notice.  I have tried to chat with a live agent but he keeps leaving the chat - 4x we were connected, said he'd help, next notice is that he's left.  our internet never came back up after an outage.  the no response and amount of time spent on the chats with no resolution is outrageous.  I would expect a refund on our bill for the amount of time that we have not had internet.