Service is Frustrating

The service is getting really frustrating. I have a fairly new account with Supersonic but it seems like I made a mistake in opening an account with them. Its almost 2 weeks now without internet connection. A ticket was opened almost 2 weeks ago for a technician to come and have a look at my Zyxel router as it doesnt connect to the internet. When I call technical support they tell me it appears online on their side and they seemingly cant help me. So I will pay a full subscription even though I have no service. Their call center is unreachable, you will have to wait 45 minutes to an hour in order to get your call answered by an agent and still you will never get assistance. How long does it take for a technician to attend to a ticket? The experience is getting really frustrating. Even logging a ticket in their website is useless because they never attend to them.