3g 1 month late, 2 techs failed, no contact no updates, who to talk to?

Ive been experiencing these issues too but I've got a short version of an ongoing saga to just have internet. I tried getting the new to my area 3gig service back in September. They said they didn't have any hardware in stock to give it to me as they were out of I think XGS-Pon. Multiple visits and months go by with similar stories. Techs by the way are fantastic. They always know whats going on but seem to have to deal with the ticketing system. Fine thats how its setup. During this period I'm being over charged each month by 60-70 bucks but they say once the ticket is closed I'll get a credit. Again sure. But the rep at the start of the month from loyalty changes something and says my internet might go down I can just power cycle and it'll go back up...

Except it doesnt. And my wife and I both work from home. We have to wait till 6 days later for the tech to come. The tech asked my issue. I told him. He went to the main box and changed the part and installed an XGS-PON downstairs and the gateway. 

Worked great... for a total of 3 days. I spent a total of 6 hours on the phone troubleshooting. I can access the fiber router. they can see the node. The state overview has a red planet image for no internet. Just down again. 

Soonest they can come... ANOTHER 5 DAYS. Do we not have a way to escalate to check this or troubleshoot or send someone?