Vodacom customer service blows... It doesn't exist

I have been without fiber as from Thursday. I phoned *** and was told that it had been logged... I phoned again of Friday and after some time I was told that it had been escalated... I then phoned again on Saterdag morning and I have emailed the entire day... I have phoned again today and all I am getting is that it has been escalated... What does it mean to escilate something but nothing happens... Tom the tech does not respond to email and Chris is no where to be found... It has been 5 days and no internet, I can't work from home because of this!! What is taking so long????? Also... Why do we have to punch in our ID numbers before we can actually talk to someone only for that person asking us our ID numbers