Phone line still not fixed after 5 weeks

I have two escalations numbers, 752373 and 757196- call centre agents seem powerless and embarrassed by the extremely poor service delivery of the technical department- asking a technician for a progress report is useless- hold the technician responsible for his inefficiency or poor professionalism. The technicians seem to have the power to close escalations- how can this be???- only a manager or client should be able to close the escalation- approaching 6 weeks without my landline and ADSL now.....and I'm expected to pay my two related subscriptions for this???