No feedback from vumatel - appalling service

Appalling service from vumatel. We have received no feedback from vumatel regarding our fibre line. Each time we receive a response, vumatel instructs us to contact our ISP. The issue is not with the ISP and the ISP has confirmed this. Line speed request was initiated on 26 March, and instead of an upgraded line, we have had no internet since then. It is unacceptable that we cannot get hold of any at vumatel to take accountability to fix our line.