Help please,

Level 1a
I have had no ADSL 2 for days, I have used the chat facilities 10+ times for no answer,
I rang this morning to set up a new account to see if someone answered and sure enough they did. The lady told me they would look into it and get back to me in 15 mins. No call 8 hours later. What is the point of paying for a service that doesn't exist. Can someone please help at all!!!!?????
Level 1c

pubicly message them on twitter you will get a response