Time to Fix a Connection

How long does it take to fix a connection issue?  I have had a ticket open for 11 days to fix a slow internet connection.  I was told the network team was working on it, and they already replaced 2 lines and ran some tests.  So far as I can find out, that is all they've done in 11 days, and the ticket is STILL open. 

When I call for a status, all I'm told is the network team is working on it and will cal me in 24 hours; they've never called me.  I've also been told that a supervisor will call me; the only time I talked to a supervisor, I was told the same thing. 

The support personnel claim that I cannot contact the network team, nor can I contact anyone else that will give me any more information.

All I want is information on what the heck is going on when when it will be fix.  That is not an unreasonable request.

I know this is a forum for users to help other users, but I'm hoping a Verizon rep will see this and respond.

Re: Time to Fix a Connection
Champion - Level 1

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.