Waiting for a query to be resolved for more than 10 days

A faulty router was reported to Rain on the 7th May 2023. I was made promises by various consultants that a technician will call me. After making more than 10 calls on a daily basis i am still left without a router. Some of the call are cut off by the consultants. It has now been 10 days and my problem is still unresolved. The team leader and manager promises to call back but they never do. All we are told is that they are in a backlog and that they will escalate the matter. This query was already escalated twice. Up until today this query is left unresolved. I am still waiting for someone to call me with a proper update.