product change messed up

[#1]

Called Plusnet on 25 March to arrange switch to unlimited Fibre. Was told to expect call to arrange upgrade on 21st April, but none was received.
My help assistant page shows that the request was "passed to relevant pool" on 22 April. After that nothing has happened. After waiting for 3 days,
I added a reminder that I was still waiting, which was ignored. Tried calling Plusnet support, only to get a message saying I'd be on hold for 30mins!
Not a happy bunny. 

[#2]

Hi there,
Thanks for your time on the phone - as discussed I've placed the order but will need to give you a quick call at some point tomorrow to sort out the account upgrade and take the payment for the router (if one is needed). Alternatively if you're willing, if you log in to our website and follow through the product change link to upgrade your account to Unlimited fibre as per your discussion with our Customer Options team I'll make sure it's all ready for the order to complete on the 7th.
Hope that helps, and really sorry about the delay in arranging this for you.