can i get customer service to solve my problem?

Why can I not get straight in touch with the person from tech support that actually knew what they were doing? I got lucky once, but generally get the same failed solutions. 
The tower that is by my apartment is in need of service. it hasn't been serviced. can we get it serviced so I can get the Internet that I pay for??? There appears to be nobody except Anthony that has a clue how to do anything in tech support. Why can't I speak with him again???

 Can we also get customer service that does anything other than waste my time? Hands down worst customer support I've seen with ISPs.