Hathway — Broadband Recharge

I am having account no [protected] for my broadband connection. The connection was taken on 28Jun19 with yearly prepaid plan. This was to expire on 28Jun20. I was getting computer recorded reminder calls for renewal. But when I was trying to recharge online it was showing 0.00 amount due, and technical issue. So many times I contacted customer care no [protected]. On this number if I select existing customer with account number and all, line disconnected immediate after giving account number and confirmation. I did not know why any other helpline is there for existing customer where customer can speak to company's representative. My account could not be recharged on or before the due date. But after expiry of the account I received a call to extend the help in recharging the account. My account was deactivated and not provided Internet on 29th 30th and 1st ie 3days. I was about to change the service provider. My concern is why the existing customer cannot have access to speak to company's representative. Please check into and fix the issue.