Paying for a service I cant use!!!!

The service has gone to nothing. 3 months of endless problems and no service. Now we put in a cancellation request and they totally ignore you, asked to speak to management, or to just cancel my service with immediate effect. the account is paid in full, and now 5 days later after 3 months of hell, sitting with totally no service. And being ignored from from Cool Ideas. From a company that I supported for years and recommended them to all other businesses I worked with, because of their fantastic support. Cant believe I am the only person having so much trouble. Open Serve find no faults and now are sending invoices as cool ideas keep sending them and cant find a fault.