On the 27th of February I reported a faulty router and have since had no one action my replacement request, the consultants keep telling me the matter is escalated, I have not been able to use the service I'm paying for

On the 27th of February I reported a faulty router and have since had no one action my replacement request, the consultants keep telling me the matter is escalated, I have not been able to use the service I'm paying for. The support service is bad.