Escalated query and still no response!

I reported a fault on 21 Jan 2016.REF. Number : 348CWK210116<br> Fault was escalated 3 days later. REF Number: 815516.<br> On 21/1/2016 I reported that my landline was dead and there was NO INTERNET. Due to this the ALARM SYSTEM IS NOT WORKING since communication with the service provider is via the landline. We had a breakin during the Dec holidays, and now we don't have any alarm system for protection. What will happen if there is a breakin during this time??? I work from home in the evenings, but since there is NO INTERNET I cannot work from home in the evenings. My daughter is at University and she needs INTERNET to do work and to receive urgent emails. As mentioned above the query was escalated and since then nothing has happened. I have made numerous phone calls to the call centre. If you ask to speak to a manager, you are told to stay on the line while they call the manager. You then stay on the line for minutes on end and nothing happens (10 to15 minutes) . They do not return!! THIS HAPPENED MORE THAN ONCE. Since Thursday (28 Jan) the call centre has been telling me that technicians are working on the fault and that they will call me. But again, no calls!!! How do I get it fixed