Cool Ideas Fibre Service down for 10 days with no response or feedback

We signed up for a Cool Ideas Fibre Service through Evotel. We reported that our link was down on 7 October 2019 Ref: (#COOL-***) Call logged-link down. We were told it would take 48/72 hours to resolve and to date nothing has happened. We have requested that the service be cancelled so that we can use another provider but have been completely ignored. They have not responded to a single email in the past week and we cannot sign up with another provider until we cancel with Cool Ideas. I don't know if this is an Evotel problem or a Cool Ideas problem but all I know is that we are paying for a service that we are not receiving and not getting any answers or any sort of feedback from Cool Ideas. Terrible service!