Shocking company and shocking service

I dont know where to start , I am absolutely shocked with the lack of service that this company provides. while doing a cut-over to a new office where all that needed to move was my IP addresses the cut over started at 4pm and it is now 00:18 and no work has been completed and i have yet to receive an update even though i have called support, escalated and escalated. My whole office runs through Bitco on data and Voice and I have no idea if they will actually complete the job before staff arrive tomorrow morning which would then be 16 hours of downtime. There is no sense of urgency and when you all you get told that they cannot help you or even better they cannot get ahold of anyone to assist me . 23 years of IT and working with ISPS and this is the worst ISP i have ever had the dissatisfaction of working with .