No Feedback on fault reported 2 weeks ago

Please would someone come back to us regarding our phone that is not working, and not been working since 21st July 2015 when the fault was reported. An elderly lady stays on her own and relies on her phone and internet service. <br> <br> I get messages saying the problem is sorted but absolutely NOTHING has been done. When I call, I get told that someone will call me back only to wait and wait and wait and still no feedback.