FAULT LOGGING/RESOLVING - LACK OF SERVICE

I HAVE NEVER EXPERIENCED SUCH DELAYED SERVICE BEFORE. REPORTED A FAULT (DEAD LINE) ALMOST 2 WEEKS AGO AND WITHIN 2 DAYS, I RECEIVED A SMS SAYING THE FAULT WAS RESOLVED. THIS WAS NOT THE CASE HOWEVER, AS THE FAULT WAS NEVER RESOLVED. DESPITE THE NUMEROUS CALLS FOR PROGRESS ON AND ESCALATING (QUERY GETS HANDED OVER FOR ATTENTION OF MANAGERS) THE FAULT AGAIN AND RECEIVING AROUND 3 REFERENCE NUMBERS, IT HAS PROVEN TO BE UNSUCCESSFUL AND I STILL AM WITHOUT A WORKING LANDLINE. I ALSO UNDERSTOOD AND THE AGENT EXPLAINED IT WAS A SHORT HOLIDAY WEEK AND TECHNICIANS WERE BUSY. CALLED YESTERDAY AND I WAS TOLD THAT THE INITIAL FAULT WAS NEVER ESCALATED IN THE FIRST PLACE (EVEN THOUGH I WAS TOLD THAT IT WAS), SO I ASKED THEM TO DO SO THINKING THAT THIS WOULD HELP SPEED UP THE PROCESS OF RESTORATION OF MY LANDLINE. I RECEIVED ANOTHER REFERENCE NUMBER. I CALLED TODAY 29.03.2016 AND I GOT TOLD THAT ESCALATED CALLS HAVE AN ESTIMATED WAITING TIME OF 48 HOURS (2 DAYS) BEFORE THEY CAN RECEIVE A COMMITMENT DATE. SO HERE I AM, NOT UNDERSTANDING THIS PROCESS, ESCALATING MEANS RECEIVING URGENT ATTENTION AND SPEEDING UP THE RESTORATION PROCESS BY ADDING ON 2 DAYS MORE TO RECEIVE JUST A COMMITMENT DATE #WOW