I have had an account with Mweb for 12 months, i just moved from one unit to the other in the dame building

I have had an account with Mweb for 12 months, i just moved from one unit to the other in the dame building. I logged a call on 4th February and its been over the 7 - 14 days time frame. They say openserve is the issue but till date i have not been connected. I work from home and i am a scholar..