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Broadband not working

My broadband hasn't been working since the day after it was installed by an engineer, phoned nowtv and they said it was a fault with the external line so had to arrange an engineer to look at it, said it would b 3-5 days and its now the 6th day and I've heard nothing and it still isn't working. 
Phoned nowtv and they said case is still open so they could still be working on it but I've been having to use my mobile data for a week for internet as I work from home so this is costing me a fortune. Been told there's no limit to how long it could take to get fixed and I can't afford to keep using my data. Has anyone had an external line fault before and did it take ages to get fixed? 

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