MWEB - unsatisfactory customer service

I recommended MWEB to my family, Mr &Mrs Jones, as we have been a member for years. They moved to Oasis Burgundy Estate on the 25th August 2025 and to date they are still not connected. After numerous phone calls they were told that the debit order must come off first. Then they were told after spending 39 mins of their airtime that the problem will be escalated. This has now been escalated so many times and yet still no service received. I am highly disgusted with this service as this is a couple in their 70's who don't deserve this kind of bad service.