Non existant service

Whilst the initial service via on line was great and the Modem was basically delivered the next day- and a promise of installing the fibre within 5 weeks- I have heard nothing? I have tried contacting you- but refuse to hold on for longer than 3 minutes/, I have pressed the call me back button-which promptly announces that it is out of operation/ I have sent an email to support- / You promised you would sort out the debit order which you shouldn't have sent -but no response- -so I have placed a stop order on same - NO RESPONSE? Are you still there? do I need to find another service provider!