No feedback from support. Frustratingly horrible support service

This seems to be the only route to get hold off and get a response from the support team. I'm still waiting on feedback as to when my fibre connection will be working! No feedback. Just one mail to indicate that my ticket has been escalated - this morning already! Nothing thereafter. No follow up calls. No emails. Nothing! I can't even move to another ISP now as Cool Ideas doesn't respond when requesting to release my line earlier. I'm truly fed-up with this service provider.