Bad services

I have not had an internet connection since the Last week, I called on Saturday to report the issue and went through some troubleshooting steps which didn't work and I was told that an Engineer would contact me back, No one called, I called again on Monday and went through troubleshooting steps again with no success the lady the advice me that she was going to escalate the matter to their network and I should a call within 24hrs to 48hrs. (Reference Number: ***) I waited two day with no call 4 days later still no call. I called and requested to speak to a manager and I was told to hold on which I did for over 20mins and the call eventually got dropped. I called again and this time I spoke to the gentleman and again I requested to speak with a manager I was told that after 18:00 the support team works from home so he is going to get the standby manager on duty to contact me and that has not happened