Day 9 , no resolution

I logged a ticket as my router stopped working after the heavy rain... It's was decided after trouble shooting on day number 2 that the router needs to be replaced. It day nine, I have received absolutely no feedback. Send a WhatsApp I get ignored. Call then I'm told a manager needs to call me, clearly that will never happen . Never adhere to the SLA which moves from 2-3 to 3-5 days. Nonetheless.SLA has no definition or character within their organisation... Day 9 no resolution. I'm livid.