No communication about the delay in my order

Last Monday I placed an order with Mweb for an ADSL line and an uncapped wifi package with a free modem which should have taken 3 to 4 working days to be delivered to me. I have still not received the modem, I have emailed the agent numerous times to follow up and every time he says the order has been escalated. Definitely not a good first impression. I would like my modem to be delivered and my order to be successfully setup so I can start using the internet.