No time for existing customers

Tried calling them for 3 days but never get through to an operator. Whatsapp isn't working. They arent responding to my email. The kicker is that today I selected "New Sales" and the call was answered in 5 minutes. The lady that assited was marvelous but it leaves a stink when new sales gets answered very quickly but existing customers can not get hold of you. Moving to a new premises 1 November and arranged for the moving of the fibre line. Received a notification that the ticket is on hold as they are waiting for the proof of residence. Re-Uploaded the document and emailed the accounts department. Rediculous service.