Terrible Service

I have been battling for three weeks to get proper Wifi at my house. Each time you spent 40 to 50 minutes on the phone, and nothing changes, Still don't have internet connection. No place to escalate the problem. All numbers are directed to the same menu. Made another call, spoke to call centre employee and he promised to call me back in ten minutes as he had to contact a technician. Guess what, no call back received. How do I escalate the problem, Is management aware of the pathetic service?