Waiting 14 days for details of an installer

I went on 23 December to swop out my existing decoder for an HD one. Upon calling to set it up I was advised that an installer would have to be contacted to assist as it would not work. I was told that I would immediately be sms'd the contact details of an installer. Its now 14 days and despite having logged a complaint on the StarSat website, I still have no installer details and hence no TV - which has been amazing fun during the festive season with a house full of kids.