Gone away form. No update??

Hello! I had submitted an order to VM 2 weeks ago asking to have WIFI at our new house (moved in 2 weeks ago) and have been told a "gone away form" has been submitted last Friday morning since there had been issues with the previous tenant cancelling/ freezing their account. We have been told on 4 different occasions that someone would call us back and tell us what the delay has been/ any update but have not heard anything! 

I would really really appreciate anyone knowing what on earth to do at this point? We have called and asked about this issue on 8 separate occasions and been told its being looked into (no progress / updates), have been told our order doesn't exist, have been told the order was for the wrong address (it wasn't) and we're feeling really lost. 

Any help I would really appreciate this! - LT