Shockingly bad service level, inability to escalate

VUMA were "supposed" to provision a new link for a C-Fibre account transferred to a new address so that the link would be up by 1 June. Installation was done a few days before this. Since then I have spent hours on the phone daily to both suppliers. On Saturday I logged a call myself with VUMATEL (since it seems C-Fibre didn't get the promised service level). VUMATEL promised the line would be provisioned within 24-48 hours. On following up today I'm am told it can take a week! Why is it that your clients have to beg you to provide the service for which they are paying? It is impossible to speak to anyone senior and the call center staff calmly say they will escalate the issue. But nothing happens. The service is abysmal and absolutely no sense of urgency is felt by anyone other than myself.