Full of empty promises

I am shocked with the absolute revolting client service that has been received after lightning hit my father's router.A new one has been provided but it has not been activated for almost 3 weeks. The ticket for activation was logged on the 16/01/2025 and all they tell you when u call for an update is that they are escalating. They keep on saying they will call with feedback and that NEVER happens. This ticket has been escalated so many time but nothing. On the 27th we were told that the activation was done but because there is no internet connection they have to send it back to the activation team. So what the hell did they do the first time??? How does such a big company struggle to get something to simple resolved? It is truly the worst experience we had with a service provider. When you request to speak to a team leader or manager you are told they will escalate to TL or manager or the TL/manager will get back to you. We are seriously considering cancelling after this.