Poor support and ticket escalation

I started a line upgrade 28 July. The same day I received a reply that the upgrade was completed on the Fibre providers side and that the speed will reflect once my invoice has been paid. I requested several times whether the invoice will need to be manually paid or if it will be paid via my regular debit order. I never received a reply.

Nearly a week later the invoice was processed and my speed not upgraded. I have since contacted multiple times and not received a single reply. It is now 11 days since the invoice was paid yet my line speed doesn't seem to have changed according to speed tests and support has been ignoring all tickets.

I am not sure how the ticketing system is monitored but surely tickets that have been open for a long time should be showing up on radar for management to review. Is management even made aware of poor ticket response rates?