Poor service

Placed an order last week.the staff at the call centre were unable to find my order,then told me no ISP showing. the call quality is bad and can barely hear the consultant.4 calls later only to be told that it takes up to 14 days for someone to call you back to set up installation.Nothing on the site indicates this and I need the installation urgently. Is there any way that this can be escalated -being the only provider in the area you would expect them to be on top of their game.