Ridiculous Timelines on ISP migration

I have been with SADV for nearly 5 years. Originally I received excellent service, and service timelines were acceptable.

I recently changed my ISP from Cool Ideas to SADV themselves. This order was placed on 18 Dec 2019 and I have been waiting for my ONT to be reconfigured since then.

I do not require an installation, just a reconfiguration. I work for a rival FNO, and I know that this is at most a 20min process to do manually and it has taken them nearly 5 weeks.

I have also been phoning to check on the progress of this reconfiguration since 2 Jan and have been told that the persons responsible for this is were on leave and are working on the backlog.

I can understand that there may a 2week break over the holidays but this is getting ridiculous. Do they really not have someone who can handle reconfigurations over the holidays.

I have had to now resort to posting here in hopes of getting the issue resolved.