Cool Ideas grown too big to be interested in client service

Everyone is talking about Cool Ideas, the new ISP fibre provider, so I decided to change to them. I filled in online forms, only to be sent more online forms to fill in. i think i filled in 10 of the same forms. I called them, tried to get them to move on my order, and asked for voip. The voip department is very efficient, they called me back and promised me that the support team will get in touch. They did, only to send me more forms to fill in. My last interaction with them has been an email to someone quite high up- who hasnt bothered to respond. So forget Cool Ideas, they were the best ISP last year, but things have changed.