Extremely Poor Service

I work from home and reported my DSL line that's dead on 02 July. After multiple calls to the contact centre and numerous requests for a manager to return my call, I'm yet to get positive feedback on the problem. What I am getting is every contact centre agent telling me that they can only escalate the call after 7 days? How pathetic is that? So it's fine to charge the customer full line rental, but when the service is down the customer will just have to wait until we get around to sorting out the issue? I am truly and utterly disgusted in your customer service.