Poor Service with receiving upgraded decoder and installation

I have been waiting for an upgrade decoder and installation to happen since 12 March 2024. I have just opened a fifth escalation! Yay me! I have hear all sorts of creative stories and with each call have to go through the same process... Then to have them confirm after a lengthy call... Yeah, we can't find any data on where the decoder and assignment of installation is. We are escalating to the decoder department... and heaven knows, I'm starting to wonder if the department even exists.... I just want this to be resolved.... What is going on here and why is this so difficult to get the decoder to where it needs to be and the installer assigned and booked... and why are the escalations disappearing and nothing is happening in the decoder department? How is it that they are closing off escalations as resolved and I have not received the product/service????? This is very poor services and I'm sorely disappointed. I'm also so tired of hearing them ay... I'm sorry to hear that... Don't be sorry, just get this sorted out...