Shocking customer care

We have been waiting 5 weeks to be connected. 2 weeks to have the fibre installed, a further 2 weeks to have the black box installed and finally last week the router arrived via courier. We are still offline. We have followed all prompts on our side to connect but still we have no connection. My husband phones twice a day with no assistance, he keeps getting passed from one person to the next and nobody seems to help us. The Whatsapp is a joke, the buck keeps being passed from one person to the next. Each time hubby phones, he gets 'escalated' up the list. There must be a hundred different lists then, since we are still offline. Customer service is shocking.