Extended outage

Internet went down at 3pm and at 9:15 pm we still have no service. The last update i received was at 4:45. What is wrong here is that updates are not coming regularly and there is absolutely no way to speak to anyone about this issue. I understand that maintenance needs to occur from time to time, but updates need to be communicated in a timely way so we, the paying customer, understand what is going on. If this can't happen, then we should be able to reach a live person to help us understand what the problem is. This is just poor service and unacceptable in a world where we can go find another provider.