We have received shocking to zero service

We have received shocking to zero service. We have been an account holder for many years BUT something has happened these last few months. We can only talk to a chat bot and there is zero response. We logged 2 faults at least 5 weeks ago. We received a ticket number. Zero since then. We are experiencing intermittent reception and our 2nd device no longer works. How are we to get service for something that we are paying for monthly. Shocking service. We don't know where to go to from here because we can't email them or even phone them 😭