Struggle to upgrade. Mweb and evotel suck

I have been trying from 18March 2024 to upgrade my current speed. 11 April and nothing has been done. I keep phoning then after 20minutes they answer and tell me they will log a quiery and call me back. Till now no one has called me back and my line is still the same. Why is it so hard to upgrade? Or is it on evotel's side? I think i must cancel my line and get a new service provider.... furious is not the word