No service level, no communication.

MWEB I have been a happy client since 2020, and thought that this last move would be a smooth transition if I stay with Mweb and move with my account to the new property. I have kept all the infrastructure, and the new house has the fibre line already installed. I don't know what changed in your processes or ownership but the service I have received this year is shocking. Staying on hold for 45 - 60 minutes just to talk to someone. I have been at the new property for 10 days already and spoken to 4 agents now who all say the same thing, "They'll make a note and escalate the query to activate the line". Live chat on your app just ends chat the minute you start it. My queries get closed on the app with no feedback or communication from you as to why. Doesn't matter about the context of why I desperately need a working fibre connection, I am a paying customer who did all the right things. I gave notice of the move a month in advance. I gave the new location address. I kept my original router and Ethernet cables. I double checked the new property for working infrastructure. All you need to do is activate the line. I get promised an agent will call back to update me. I have to do all the calling and being on hold for an hour, and following up. No one can give me an ETA. Do your agents fully understand your products and processes because everyone I spoke to sounds lost. As with a large portion of your clients, I work, so no, I cannot call you from home and be at home at 10 in the day to call you and try sort this out. I'm busy doing my job. So disappointed in your service level drop.