Service line on phone is dead

I need your help! I work from home and security system is tied in with my landline.  My phone went dead in the middle of my work shift. I have no dial tone. I have called and it was determined it was your line. The earliest someone can come out is next 17jul one wk from reporting the issue. Meanwhile I'm being penalized with work and my safety is compromised. I spoke with very nice agents who tried to help even though they could not move it earlier. There was one agent who told me not to call back and she will document my record to not assist if I did. That is horrible customer service and unfortunately that has left me with a bad impression with your company. All I want is your help to resolve this issue.

Thank you