Black decoder to white decoder

Ridiculous. Call centre agent deactivated me as she says she misunderstood that the black decoder was changed for the white decoder. Now I have to wait for IT department to sort out as she says she has escalated the problem and she cannot transfer me to IT. Now I'm sitting and can't view anything. They say nothing they can do but only escalate the problem. How long does it take to sort this out, I'm a paying customer that is up to date and pay in advance.