Support Team, not supporting?

Hi Axxess! Please kindly assist with ticket reference number 85mae98dcb. It has been 8 days since opening the ticket. I upgraded my fibre speed and have not received the joy of experiencing it. I have sent follow up emails and asked what the next steps are but have not received any feedback in the last 24 hours. I have been a loyal customer for MANY years, and experiencing this level of customer service seems very strange because I have become accustomed to great customer service from Axxess. PLEASE HELP!