App**** for 10meg line still on 4meg

In the last three months I had a few problems with my internet being down to no download speed. On the 29/12/2015 I app**** for a 10 meg line which I was told it will be up and running in 5 to 7 working days. After numerous phone call even giving up one of my afternoons sitting on the phone for more that 3 hours going from the one department to the next (the one blaming the other) I still have no response on what is happening. They say it is the back office not signing off the order and that sales is responsible. I am so tired of waiting for no response. On testing my line still running on 458mps. ??????