Still waiting for Upgrade ordered in November 2014

On the 28th November 2014 e ordered an upgrade - which Telcom had contacted us about - and we were given a reference number and told that someone would be coming in the next week or so to sort out the line etc. We are still waiting. Every time I call the number that I was given - ***I get the message that all consultants are busy and then an engaged tone. I went online and found another number 12010 (which is apparently free) and I have been sitting on hold, waiting for a response for over 30 minutes now listening to the same ridiculous 'hold music'. The service is shocking. I'm still waiting for the upgrade Telcom. Reference no ***