Disappointing lack of response

I have been with RSAweb for a few years and never had any problems. I recently moved to another house and had to cancel my fibre service. The person who helped me do this said that I can keep my account if I wished to remained with them and sent me a link to a platform where I could set up the fibre connection at my new address. He said that it has to be done within a certain window period, so I made sure to do so.

This was at the end of July. After I filled in the form, chose a package and submitted. I realized that after a couple of weeks I have heard nothing back from RSAweb. I logged a ticket using my RSAweb app asking for someone to contact me. Again time passed and no one contacted me. Toward the end of August I was getting worried that nothing is being done to establish the fibre connection at my new address, since both my wife and myself work from home and need it to be in place. I sent an email to support pointing this out and again heard nothing from them. On 03 September I sent an email directly to the person who helped me cancel my service at my now previous address in order to get some response. Even though I received a ticket number (#***) I have still not heard anything back.

I do wish to remain loyal to companies who give good service, but it is getting real hard to remain so in this case. I do not understand why it takes such measures, complaining on a public online platform, to get a response from a company who has a sophisticated and effective client communication system in place. I would like for someone from RSAweb to contact me to explain what is going on without blaming the 'system' or me for not doing enough on my end.