Poor customer care service

Hi

I app**** a VDSL line via the sales team, i initially requested a month to month contract.I was then contacted by an open serve engineer and he advised that you require a specific router to use the VDSL copper line service,i then called the queries department via the call centre to inform them if they can change it to a 24 month contract therefore i will now receive the free router to use with the VDSL copper line.

The agent mentioned an email will be sent to the agent who created my application as they cant edit or cancel it,now i was advised i must wait for feedback but i haven't received any feedback regarding my application.

Please can this be escalated as i need this to be sorted out asap and get my internet up and running.