Still waiting for our adsl line to be upgraded

We called the call centre on 01 June 2015 to upgrade our contract for our adsl line. We were given a reference number and advised it would take about 7 days for the upgrade. When we phoned later in the month we were advised the upgrade could not be processed because we did not have coverage in the area. We have followd up several times since then and nothing has been done yet. I again called today and was advised we could still not upgrade but the consultant has processed the upgrade again in the hope it would work. My neighbour who lives in the same complex as us had her line upgraded to the same package that we are requesting. Her upgrade was processed and she received the delivery of the package. I confirmed with her today that her package was the \smart home advanced package"and she said yes it was. Her connection would surely come from the same exchange.<br> Please explain to me why we cant apply for the package if the neighbour can get hers. I don't find this good service at all and would really like it to be given utmost attention. I am happy to quote you all the reference numbers I have.<br> Our line is so slow that we can hardly use it. I await any feedback."""