Over promised, under delivered

I ordered the 200GB capped Adsl on the 5th April. As per the sales consultant the order would take up to 15 days. On the 6th April the router was delivered and I thought wow what amazing service. But at this stage no adsl line was installed or no one made contact with me. I called the sales department to follow up as to what the problem is and the only response was to say the matter will be escalated. So for the past 3 weeks the mattet has been escalated??????? Its been over a month already and no written communication or telephonic communication was received. Should we then look at other options?????? Account number received was ********** 6