No access and NON-EXISTENT service

I have had no internet access for a week and the service from Cool Ideas has been NON-EXISTENT. Cool Ideas say it is a Vumatel problem but there is no way to contact Vumatel except through Cool Ideas. They say the issue has been escalated and have made numerous empty promises to call me back. I was left on hold this morning for 20 mins, and then another 10 mins while they "transferred me" with no-one replying. They also don't reply to emails except to "apologise and thank me for my patience". Was contacted by an escalation analyst who is taking ownership of my ticket .... but again has done nothing and is UNCONTACTABLE - doesn't reply to emails or phone calls. My patience has run out. FIX THE PROBLEM