MWEB re connection - after 2 months still no help!!!!

After numerous mails send to ***, starting on the 17th of December and informing them I need to reconnect on the 1st of February at a new address, no help. I paid my cancellation fee at my old place. I have contacted them on Facebook as well. I receive mails with questions from frogfoot via Mweb which I answer to my best capability. I don't understand why it is taking 2 months for MWEB to assist me or why there hasn't been anyone to help me reconnect.