Horrible customer service

I have used this service provider for close to two years and nothing was wrong until I had to move house. My order has been "under way" for close to a month now since Dec 9 without any communication. I tried calling the call centre and I was on hold for 21 minutes, I eventually hung up because nobody was answering during their website business hours. I'm completely disappointed by this service. I am cancelling as soon as possible.