Consultants do not provide straight answers

I am still waiting for an answer on an issue concerning my line. I wasn't meant to migrate from one line to another on 1st January. I presumed that this migration took place because I had a fully functioning line and they had billed me for it. Yesterday we had a connectivity issue which I believe was related to our whole area. Initially I thought this was related to the migration of the line. When I emailed to enquire about this it was indicated to me that the migration had not in fact been done and they were proceeding with it now. When I then asked whose line I was then on for the past couple of days and why I was billed for it, they failed to respond. Today I get a message from them that the new line has been activated and my credentials will be sent through by close of business. Since I'm still without an active connection I asked whether this issue was connected to the migration or if the connection issues in my area still persist. They failed to respond to this too. I would really appreciate answers to my enquiries as we are now going on to two days during the work week without connectivity.