Struggling with internet and logging a fault

Recently I've been struggling with my internet speed up until yesterday when my internet went down completely. I had tried unsuccessfully all morning to log a fault on my line but every time I do I get told that the fault has already been logged and I get a reference number for a completely unrelated incident so I cannot log nor track the fault. I have also made an online payment this morning which has not reflected on my account. I have also been trying to chat to someone online regarding all these issues with no luck. Please advise?