Formal complaint ignored, Waiting 15 days, not even been given start date

[#1]

I have business broadband

Due to the impact of COVID-19 I have moved office.

15 days ago I phoned and arranged for the service to be moved to my new address, on the phone I was told "within 24 hours we will provide you with a date for the line to be installed at the new premises" 

I also paid £50 + VAT for new line installation

At the moment I am still waiting for an installation date, its impossible to contact anyone.

8 days a go I logged a formal complaint and no one has  even contacted me about that.

If I dont hear anything by Monday I will be expecting to be able to cancel without penalty

[#2]

Thanks for getting in touch, @ tekhoi, I appreciate you query and apologise for any lack of information about your orders.

I called you today and I have left an update here regarding our discussion. Our Provisioning Team will continue to monitor progress, feel free to come back to me here or via the ticket if you need any further assistance.

Thanks - LF