Extremely poor customer service department

I have a 10Mbps Fibre line with Cool Ideas. My internet was running at 0.6Mbps and contacted the call centre at 6pm (operating hours are 8am-8pm). I was the 2nd person in the queue with an estimated wait time of 2 min. I waited 7 min after which I dropped the call. I then logged a ticket online and a day later no one has bothered contacting me. The customer service is extremely poor from their support team