Poor Internet service

I have been suspended on my account because of no communication from supersonic in relation a to a migration request I have made.

02 September 2023, I called in to Supersonic Call center to get a migration completed from Air Fibre to Fibre as I wanted to improve the quality of the internet for my work from home Affairs however I was advised that I can do an upgrade in the same line, I then requested on how to follow that prompt, I was advised that I would need to cancel my current service and insert the new service, I confirmed with the Agent on the call that if I complete that task I won't be charged with anything, they advised me that I won't be charged anything and to not pay in areas I would just need to cancel my current account now and pay at the end of October, I completed the prerequisite. All was fine and then I was hit with a clawback on the 01 January 2025 advising me that my account is in areas even though I paid every month and kept my account up to Date, I have called a few times since then and spoken to them on Facebook to calm the issues and today my internet was suspended ,they advised me that they will send this off to the retentions team and I'd get a call back on 13 Of January 2025, I did not get my call and was served a notice of account suspension, I contacted them again on Facebook requesting the outcome of the retentions escalation and still did not get any contact. This is very poor service and has affected my work from putting my job in jeopardy as I am unable to complete my work. Which if I'm not able I cannot pay the same Fibre I'm being affected with, this has been on going now for 4 weeks and has become quite irritating. I need a call today, I want a manager. I have contacted again on Facebook and will be untill my issue is resolved.