Cool Ideas ineffective

I am writing this to draw attention to non-existent service from Vumatel but also to note that my ISP seems powerless to deal with it. I get daily confirmations of escalations by Cool Ideas with Vumatel that seem to do nothing. The fact that I am trying to reach Vumatel directly to sort out the matter (still with no success) makes me wonder about the purpose of an ISP if not to sort out issues related to my internet service? If escalation doesn’t work there should be a next step to deal with it or at least effort from Cool Ideas to keep me updated - it is left to the client to constantly follow up.