Unacceptable service

I reported a fault with our ADSL line on the 31 December 2019. Received a reference number. Once again called on the 6th January and then again on the 7th where I the escalated the problem. Today once again I called and still no technician has even acknowledged the fault on the system. Totally unacceptable service. I have asked for a call back from the on duty manager and I am still waiting for this call.