Help is on its way - NOT

I logged a ticket for my internet that has gone completely slow. After being repeatedly given the same list of instructions to essentially restart my phone (which I had done several times), I was asked to send details of my connection speeds again, after that things went quiet and support does not respond to feedback requests. I logged a new ticket to request info on the first ticket, but still get ignored. Is it so difficult to provide feedback to customers? If it has been escalated, or if it is sitting in limbo, or some piece of equipment is broken or if you want me to go to a different provider, just tell the customer what is going on!! It has been about a week now if really awful speeds, seriously man!