Replacing dead modem

My modem died. After contacting customer service I was told I was put on priority list for next day 8a to 10a. Later I got an a text say there were no technicians and my appointment would be on a day I said I couldn't do because of husbands surgery. When I called I was told no I was still on priority list. Next day I called back to make sure they were still coming I was told yes but a backup appointment was made incase they didn't come on the 8a to 10a. 

Why is there a priority list if they aren't able to cover it? So what it comes down to is I will be 3 days no internet and with no internet no tv, no way to computer no nothing. I have been a customer for almost 10yrs