Bad Experiences with Mweb

My line is down. I have called the technical help centre 3 times and been on hold 3 times for up to 30 mins and then the calls keep getting dropped on your end. I have never had such a horrible time with service from an ISP. Is it so difficult to check that peoples numbers are calling and call them back or actually follow up promptly of queries logged? Quick to take the money, slow to give the service. I would like my line back uo and running please, or better yet switched to a new faster line which I'll pay for and was planning to. Thanks Melanie