Unable to get an expected time for service outage repairs

My wifi has been down since early this morning. I received 2 text messages saying that my internet was expected to be fixed by 1:15 pm. It is 6:45 pm. My WiFi is still down and I have not received any other messages stating that the expected time frame has been changed. I tried using the app and calling customer service. But the only response I am getting is that there is an outage in my area and they are working to fix it. The automated system when I call customer service refuses to let me speak to an actual person, so I have no way to get an update on when my internet will be restored. Considering, I work from home, this is an issue. And the fact that I cannot speak to a live representative is concerning.