Service down but reported as Up

My phones are down, no problem with internet or tv.   Sometimes rings and I can't hear anyone when I pick up, sometimes forwards to my cell phone.  If I try to call out it just rings and rings.  Tried calling the support number from my cell phone and was on hold for over 45 minutes no one ever picked up.  COMPLETELY unacceptable.  I frequently get customers telling me they call and the phone just rings, never even get voice mail.    I can't even find an email address on the web site to get support for this.   I'm losing hundreds of dollars an hour because my phones don't work.   I'm not paying my bill and I want a credit.   I'm probably going to switch back to verizon for phone.  They may cost a few dollars more but at least they work.