I had this happen a few months ago. They weren't nice enough to call, they just trapped my line and shut off my internet for up to 2 days while I had to wait for a tech to come.
First time they needed to replace the line from the box to the house. After that they couldn't find what was wrong but they shut it off like 2 more times :(
When my kids asked why we don't have an elf on the shelf I told them because Santa trusts me and I can just write him and he'll know what's up, Santa doesn't trust the other kids parents and needs to send the elf