Welcome to the community, AB2026!
This is a customer-to-customer forum for residential accounts so we do not have access to internal systems. Since you mention a 70 hours SLA we can assume that you are a business customer?
If yes please contact the business support directly since the residential community cannot help with corporate line profiles. Depending on your business size please contact the respective contacts Contact for business customers | Sunrise Business
But if you are a residential customer after all the best way is to call the hotline again (0800 707 707) to demand clarification and to prioritize this ideally.
Cheerio cosmo