Excitel — Internet not working since last 3 weeks

I have been facing problem with my internet connection provided by Excitel. It’s been now more than 3 weeks since my internet has stopped working. A complaint number 10258130 was registered on 04Oct and is still pending with no positive response from Excitel team. Not a single engineer visited our location to check and all updates to the complaint is online. Another ticket number 10320178 was registered on 17Oct for change of router and since then nothing has happened. No one has approached for router change and both ticket status shows “pending partner”.