MWEB

We have been using MWEB for decades now as a service provider. I made contact with them 6 weeks ago in order to move our fibre line from one section of the house to another!!! 6 weeks later we are still waiting foe someone from MWEB to contact us in order to do this!!! What on earth do we have to do in order to get some service from MWEB? My cell no is ***, Grant Felix.