Fibre down for 12+ hours now, support not answering phone!

[#1]

Hi, my fibre has been down now for over 12 hours. I've given up trying to ring support as I've used up all of my minutes on hold, over 2 hours waiting so far, this is not acceptable.
Please can someone help?

[#2]

I'm sorry to hear your connection is down.
I've carried out some work which should sort this but you may need to reboot the router.

[#3]

Excellent, all working now many thanks, what was the problem?

[#4]

The connection was stuck on our end.