They broke my service

Today has been very trying.  I called this morning to change an appointment.  I could not get a human, so I chatted.  At the moment I did so, my internet went down.  

I have noticed every time since then when I use the chat my internet goes down.  

It seems like they are doing a modem health chgeck or something.  

Last night and this morning my speeds were 950 down/350 up - SOLID.  After the first time it went down I stupidly tried to troubleshoot using the app.  It said it was reprovisioning the gateway.  I had no choice.  It just did it.  Ever since then I get 350 down/ 5 up.  Like a lower tier customer.  I am a gigabit customer.  This is wrong.  I have an appointment for Saturday.  I cannot wait that long.  Is there any way in this world that I can actually talk to a human that will not say something like your modem is 5 years old?  I know it is.  And the tech that uprated my speed this week told me it was fine.  And it was fine last night.  It was ru8nning gigabit speeds.  950/350.  No problem.  It is fine. 

it was the reprovisioning.  i need real help.  From someone who is not just tier 1.  How do I get that?  I cannot afford to wait until saturday for an appointment to fix something they broke.  Please help.