Moved over from Virgin for better service, now ended up with dead phone

[#1]

Hello,
I am relying on phone and internet for work. Now my phone went dead 4 days ago, I locked a ticket and have not heard from you whatsoever.
I moved over from Virgin because of their subterrean service and price model.
You were very efficicient during the switch, but now I discover all the complaints about faulty phone lines and am now stuck after only 2 weeks without any service.
Can you update me asap as I am loosing money here and this is very stressful.
Regards,
Lin

[#2]

@linkrieter,
I'm sorry to hear about the problems you've had with your line.

Quote

I am relying on phone and internet for work. Now my phone went dead 4 days ago, I locked a ticket and have not heard from you whatsoever.

I can see a ticket was raised on the 19th and since then we have responded. I'll go back and reply again now for you.