Poor Service no feedback

We lodged a fault on our DSL Line on the 07/10/2017. After spending hours on the phone trying to get hold of an operator I eventually got through just to hear that fault is with the technicians. I then ask how long will it still take as it is a week already with no feedback from them. The answer I got was there is no time limited they can give me and I must just wait. I told them I have kids that needs info from the internet for school tasks. When I go onto their web site to check the progress there is no progress.