internet woes

Just had a really interesting (frustrating) conversation with a Frontier service person.  I called because  I've been having trouble with my internet connection lately.  It comes and goes with no apparent pattern except that it is least likely to be connected when I  most want to use it.  The service lady told me to unplug the router, wait 30 seconds and plug it in again. OK, did that.  Of course the internet connection was working now anyway. She then proceeded to explain that if I stream a lot of videos that can slow down the connection - I don't do that at all.  It may be that everyone else is trying to connect at the same time. At 10:00 at night? No, that shouldn't be it.  I may just need to upgrade my service.  I don't think so. Call back if I continue to have problems and, oh, by the way, I will be receiving a survey (by email of course). Please say good things about the service I received.  What service????