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What has happened to Fido Customer Service?

I'm a participant level 1
I'm a participant level 1

I have been trying to contact a customer service rep for 2 days now. Yesterday an hour and a half waiting on phone before hanging up and unable to get through to anyone to chat? I have a recent service agreement with specific promotions/discounts and my bill lowered the additional line promo from $5 as clearly marked on service agreement to $ 3.75. I also have a case opened that I'm looking for an update. 

How do we reach anyone at Fido. I am a recent new Fido customer and have not experenced such a problem with any other provider.