business phone - no service for 3 days, can't reach a live person

My business phone service has been out for at least 3 days, possibly more. I can't be certain because of the holiday weekend.

When I discovered the problem yesterday, I tried calling customer service. After spending 30 minutes trying to navigate the automated system, I was told that I would get a call back at 9:00 a.m. Pacific today. It's 11:24 a.m. and no one has called me. 

Called again. The system told me that I would get a call back at 5:15 p.m. today. Online chat with a representative won't load, so I can't talk to anyone that way.

All I need is a technician to come to my office and check the connection. Is that too much to ask? Are AT&T services so bad that customer service reps can't keep up with the phone calls?

What is going on?