A week later no feedback on application

I app**** for fibre on the 31st of December. It's now the 6th of January and I still haven't gotten any correspondence from Home-Connect. The status is still "In Progress". I've followed up for the last 2 days and I get told the matter is being escalated but no communication from Home-Connect. This is very poor service and I'll be moving onto a different provider. If they can't even get you to become a customer, imagine how bad the service must be as a customer.