internet keeps dropping out and unable to contact customer support

I am pretty upset with my internet service over the last 3 weeks.  It keeps dropping out randomly.  I am unable to contact customer service.  I called 2 days ago and the robot on the other line performed a router reset.  I was supposed to receive a text asking if it fixed the issue, but I never received a text.  I called back the next day and the robot stated that my router reset was still in progress.  How long is that supposed to take? I mean really this is ridiculous.  I'm just trying to figure out what's wrong with my service.  What's my next step here?