Terrible Customer Service / Communication non-existent unless you call

My Landline has been dead since the 19th October. I captured a fault online than waited a week with no response at all. I then called a customer help line and the incident was escalated [ ********** ]. At this point I received an SMS confirming the escalation. A few more days elapsed and I called the help line again. This time the operator informed me that the incident was in-progress and that a technician still needs to be assigned. How is it that after 10 days a technician has still not be assigned ??? The operator could neither tell me when this would happen or when my incident would be resolved. I was further advised to log a call with customer complaints!! Which in my opinion is absurd.