No urgency and service

We've upgraded our fiber line from 100mbs/100mbs R995pm to 1000mbs/200mbs on the 13th of December 2021 via ISP (Supersonic) - Vumatel said the upgraded line was working from 4th January, but we still have 100/100 mbs - Our isp phoned vuma to come and test the hardware on our property and everything was working fine, just issues with the speed as it still didn't show the 1000/200 line speed. They said it is an ISP configuration problem. Since then supersonic logged a fault at vumatel and we are still waiting for this to be resolved. Why is there no urgency on the matter? Ticket number: ISP-639691