Cool Ideas terrible service

We recently moved house and I requested to move my internet from our old address to our new address. Cool Ideas is the ISP on Vumatel infrastructure for both the old and new address. I logged the request for change on the 13th June 2020 (call ref 454003) with our move taking place the 25th June 2020. Today is the 29th June and still not internet. Issues with cool Ideas service are:

- Each time I phone in, I speak to a new call agent repeating all the step the previous ones tried as well - Eventually after being on line for minutes on end they say its Vumatel problem. - Each time I pay for the call - Often the call got dropped and each time I had to phone back. They don't phone back or ask can they phone back when you call in. - Each time I had to phone Vumatel to follow up on the call logged and they tell me the call is closed, and its a Cool ideas issue. Cool ideas might be happy to wait for the 3 day service level agreement as per the vumatel sms. - New calls is logged for the same issue, I presume so that tickets doesn't show up on service manager reports as aging (subsequent tickets logged for really the same issue is : 460777, 462787) - When asked to speak to a more senior person, the agent doesn't put me through to them. Just saying they'll escalate - Use of technical acronyms as if its known by non technical people (ONT box. PPPoE credentials ) without explaining what they mean - By day 4 my incident is still marked as standard. No a higher priority - No mention that they'll credit my acccount for the days I didn't have internet - I get feedback that Vumatel is down, yet my neigbours can use their internet using the same 2 companies. is this just a answer given it they call center agent cant fix the problem? - At what point do they send someone out to physically inspect the installation?

I've run out of patience with this company and they lack of responsiveness, lack of urgency and pathetic guidance when changing address. Good luck to anyone changing address. If there is anything not working outside of the call center agent scripts, you are doomed for an unknown number of days without internet