No telephone service

Our phone has been out of order since the 02 January 2016, ***. Have reported it and was assured that it will be escalated as we run a business from home. So far nothing!!! This is the third time in a year that this has happened and usually with lots of calls, sms's it takes at least 10 days to get someone to fix it. No reduction on our bill for the inconvenience or not having the service.