Unable to connect to my axxess wireless

On Monday the 10th of October I came home to find out that my axxess wifi was not showing on my phone I then see that the SSID name has been changed and now I am unable to use the wifi password that's on the router, I've been back and forth sending emails to them for the past 7 days trying to get the problem sorted out but no one seems to be Able to fix the problem. I'm currently paying for a service of which I cannot make use off. And axxess keeps closing the tickets because I do t get any feedback from them. I'm not a happy at all, the last time this happened it took then 2 days to fix the problem now this time it's been 7 days and still no one can fix it.