No customer service

I'm trying to arrange to move my fibre to my new house, we are moving to the unit next door to us. Beginning of the month I logged a request. We are currently on evotel with Mweb, do a search, no option for evotel at my address anymore. It gives vuma as the only option so I pick that. I also sent a query from my account explaining this. Got an SMS 4 days ago there is no fibre at my address, a retentions team will contact me. To date no one has called me or even bothered to reply to my messages on the platform. My work relies on having working internet, how hard can it be to set me up on the exact same plan and network as I'm now on the house next door? How do I resolve this?