Over 2 weeks waiting for a reply to ticket

[#1]

Anybody listening here?  Ticket 29689970
Thanks

[#2]

I've just taken a look at your ticket and it appears for some reason the order hasn't completed to move you to ADSL2+. I'll get this placed again for you on Monday and we'll update your ticket then.
It's also worth noting that when you raised the ticket for the trial there was the following text on the page:

Quote

Please note these ticket pools are not directly monitored by the Customer Support Centre and that it may take up to 7 to 14 days for your ticket to be acknowledged.

[#3]

ok no probs.  Thanks for that.
I dont remember reading that about not monitoring the tickets but it's a long time since the original ticket was raised so I probably forgot.