No support from Outsourced call centers

It has been a week since my router has malfunctioned. I've already contacted their Indian call center multiple times since the start of my issues, and while they've repeatedly assured me that the issue has been escalated, I've yet to receive any resolution or even a callback. As you can imagine, it's causing a significant disruption to my connectivity and daily tasks. I don't think the word "escalated" means the same in India as it does here.