Frustrated

It’s been over a month now and all I want is to upgrade my adsl. All they keep telling me is... that it’s with the technical department and they need to escalate the issue. Really now ... it’s been over a month.... is it that hard to do this... I’m soooo frustrated! And if I ask for the supervisor... that person is always unavailable. This is absolutely unacceptable service!! Firstly I’m already paying for something that’s not working and now trying to get this done seems to be like getting space satellite ?. Something needs to be done now.