11 day wait for tech

Have been having packet loss for weeks.  Called support today (all they can do these days is ping from the modem and then try to upsale you service) and they made a tech appointment for Sunday the 28!  He said he escalated it and someone "may" come out tomorrow, but he couldn't guarantee it.

I thought Business accts had a 24 or 48 hr guarantee for support?  If not then why am I paying some god awful price for this line?  Having more and more issues with this line and support is getting worse and worse.  I half expect the janitor to start answering calls soon. 

I have about had it.