Cancelled business connection

I was interested in an upgrade of my business account to 20Mbs. I was told first to check the terms of my current agreement by emailing Cancellations. I then heard nothing and assumed that no one was interested in answering and I didn't follow up. At the end of last month, my line went dead. I spoke to technical support who couldn’t solve the problem initially. Then a lady on customer support said that my line is cancelled and that I must contact Cancellations. I have done this and have a confusing mix of information from them varying from that the line has been cancelled again to that the cancellation cannot be reversed as well as out-of-office messages.

I have not cancelled my account. I need my connection reactivated. I have been told to contact my account manager. He seems to have disappeared.