Service? What service?

I wish it were possible to provide a 0-star rating but alas... On the 14th of September, I requested to switch my wifi package from an LTE to fibre. This was due to the fact that MWEB was discontinuing my current package as of the 31st of October. I was told this would take 2 seamless weeks with absolutely no interruptions to my wifi connection (this was a big deal for me as I work from home). It is now the 24th of October and I have heard absolutely nothing back. On my account portal, the status of my order has been pending since the 14th of September. I have sent numerous online enquiries but have not received a single response. On top of this, customer service does not answer their phones - obviously! It's nearing the 31st of October, the date when my LTE package will discontinue, and I'm not sure what to do anymore. I am considering changing service providers - wondering what the exorbitant account cancellation fee will be, despite it being due to their sheer customer negligence...