Horrible services

3 days ago, I requested Mweb to upgrade my fiber package because I'm happy with the services I received up until now. I accepted the agreement. it's now 4 days later and they disconnected my service and when I try and call the sales, tech departments you get put on hold for 15 min and then the phone goes dead. If you track the order, it will be installed on the 25th of December. It's an upgrade not a new service, I already have the equipment. Why is it so difficult to do an upgrade. Not happy with the services and support. I don't have any connection at home.