#no service from service provider

The last month had almost 0 internet speed, now the past 3 days no internet! Phoning doesn't help, when you email them you get an automated email saying it has been referred to the relevant people. But no one can tell you who they are, what is the problem and when will it be fixed, but I still have to pay them every month for a service not received as well as my Netflix and Amazon prime that I can't use because of them