Unacceptable excuses

I have upgraded my subscription to a new deal adverised. I have made payment etc. and I have been stuck without any internet for 2 weeks. Every time I phone, I wait 10 minutes for the call to be answered, have to explain the whole experience over and over again. The fact that they apologise so many times for a mess like this is unacceptable. I have paid for a service, and I expect it to be delivered promptly and no excuses.