Pathetic Adsl support

On 16 January I logged a fault with my Adsl line. As at 27 January the problem is still present and no one wants to help. Every time I call the support line I simply get told that they will \escalate the issue"but then nothing happens. Is this the type of service we are paying for and should simply accept?! A consultant told me he would look into it but have received no feedback whatsoever."""