Internet Connection Issues

After a few hours, someone finally was able to send some software updates though it didn't change anything.  I asked can I just get a new router then? He told me that I'd have to talk to technical support and ut me through to them where I waited another nearly hour and a half until I simply had to hang up as I had a meeting to run to for work.  I came back and the router wifi light is still orange (which is in error) but for whatever reason the net works again? I don't know why but man is Telus ever set up so its virtually impossible to. Get through to anybody.  The chat bot wouldn't work, the AI thing just kept telling me again and again to reboot it and when it didn't work, to send me directions again how to reboot it.  There is no physical store one can take a modem into just get an exchange, he'll even the telus store I went to was shown in the wrong location on Google maps. 

So at least so far its kind of working again though doesnt seem like it was die to any help of Telus.