DEN Broadband — Router and customer service

My den router stopped working and I got a new connection less than 20 days back, As per den services they ask customers to wait for 5 hrs for a technician, but even after complaining for more than 10 times in 3 days there is no resolution yet and every time I ask reps to connect my call to sup the either put the call on hold for 30 mins or ask me to wait for 30 mins for a call back. Need resolution asap even in 3 days there is no initiative taken by den.