Not getting any assistance

I have logged a ticket 31 October and asked if they can assist in moving my Wifi Box near our tv unit, we oved into the house with an existing installation, our tv unit is not situated at this location and weve recently had a baby and need all the exposed wires away from her little hands, this has been escalated week on week with a response it has been escalated to the manager, today when we called we were promised a call back within 40 minutes it is now 14h21 and no call 4 hours later, we have been promised call back every day I query and frankly Im now over it, ref ***, in addition we saw on open serve website we can ask for an upgrade for free for 3 months when I asked about this now one in your team seems to know about it, I want that upgrade so that we determine whether we need to upgrade our line as we have had speed issues with our guests. If this is not resolved this week I will be my subscription of over 10 years with you to someone else that actually can help us