Poor/no feedback after query was reported weeks

I reported a query on a basic function or service on my iphone where i have the option to transfer data to my ipad. This service was activated but never worked. I inquired again and got a reference nuber this time wich i have been following up on for the past 5 weeks. I just get that it has been forwarded to the back office or one or other department, and to be patient. Everytime i get told that it has been emailed again or a message has been added and that i will get feedback within 24-72 hours. I feel this is a basic service offered (and that i pay for), Vodacom has the right to increase their prices, but i am not receiving full functionality or client service. I do not have the option to withold payment when i am not happy. I was also told that i can not speak to the relevant department where the problem has stagnated now. What is a reasonable time to be patient and when does this become breach of contract?